Test how accessible your business sounds: a 5-point checklist

1. Your opening line: Do you greet callers or apologise immediately?

The very first sentence immediately sets the tone for the entire conversation. In the studio, I often see companies start with excuses. They mention how busy they are or that they are unavailable. This unconsciously signals that the caller is disturbing at a bad time.

A clear greeting with your company name, plus a reassuring message, works much better. Simply state who the caller is speaking to and what will happen next. Friendliness is not about an overly enthusiastic exclamation. It's about a calm, clear welcome that provides clarity.

2. Your tone of voice: Does it match your everyday workplace?

Does the voice on the phone sound like your team communicates in person? If your office is known for an accessible, down-to-earth approach, a distant, formal computer voice will clash with your customer's expectations. A human tone of voice helps callers feel instantly at ease.

When you listen to your own menu or voicemail, pay attention to these three elements:

• Pace: Does the voice speak slowly enough for a caller to take notes?
• Breath: Does the text sound relaxed? Or can you hear someone gasping for breath between sentences?
• Warmth: Does the voice sound genuinely interested? Or does it sound like a mere formality?

As a director, I always make sure voice actors speak as if one specific customer is sitting across the table. As soon as you speak generally, you lose that personal connection.

3. Your menu options: Do you help callers or build a maze?

Menu options should get callers to the right colleague quickly. They should not discourage callers. So, limit the main menu to a maximum of four options. Callers get annoyed if they have to listen to lists for longer than thirty seconds.

State the department first, then the number. For example, say 'For accounts, press 1' instead of 'Press 1 for accounts'. Callers hear the subject first. Then they know which number to press. This saves a lot of rewinding and frustration.

4. Your audio quality: Can you hear noise, echo or background sounds?

If you record a message with a smartphone in a hollow meeting room, callers will notice straight away. Noise, echo, and changing sound levels between different menus create a messy impression. Callers often unconsciously associate poor audio quality with a lack of care in the rest of your service.

A professional recording sounds smooth. It has no distracting s-sounds or distortion. The transition between the spoken message and any hold music should also be smooth. The music should never overpower the voice. Its style should match the calm you want to convey.

5. Your conclusion: Does the caller know what happens next?

When your caller hears a voicemail message, they should know exactly what happens next. A general message like 'Please leave a message after the tone' often means people simply hang up. Customers want to know when they can expect a response.So, give clear instructions. Specifically ask for a name and phone number. State how quickly your team will call back. This gives callers confidence that their query won't disappear into a digital black hole. A satisfied customer, knowing what to expect, will wait patiently.