The misconception: "Our receptionist can quickly record that"
People often think phone messages are purely functional. They believe any clear voice is enough. Companies think they save money by having their internal team record the menu. In practice, this 'saving' actually costs money and time. Callers do not understand the options well. They choose the wrong menu or hang up frustrated before speaking to anyone.
The challenge: Confusion and rushed recordings on the line
Consider a growing Belgian company. Their old phone system was no longer sufficient. So they switched to a modern system with multiple lines. They quickly recorded the texts on a Friday afternoon, between two meetings.
The result? A hollow sound with an audible breath after each sentence. Customers consistently called the wrong department. The options followed each other too quickly. It was like a brand new digital counter with a jammed front door. Visitors simply could not get through smoothly.
The approach: Clarity, pauses, and the right voice choice
To solve this, they revisited the entire process. Instead of quickly recording something themselves, they chose a structured approach:
- Rewrite the texts: Use shorter sentences, putting the department first and then the button (for example: "For accounts, press 1").
- Select a suitable voice: A warm Flemish voice for the Dutch-language recordings, such as Larissa or Gitta, to immediately give the caller a familiar feeling.
- Add multilingualism: For the French-speaking part, they chose a native Belgian voice (such as Marilyn). This ensures French-speaking customers get help in their own language.