Don’t Lose Your Voice in The Digital Realm

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Digital communication advancements have created a significant chasm in meaningful connections. Reaching out via text, email, or computer has become increasingly cold and disconnected for many in this digital age. This has been exacerbated as a direct result of the restrictions imposed on society as a result of the COVID-19 virus pandemic’s unprecedented period of social isolation. In today’s world, nothing beats the warmth of a genuine human voice on the other end of the phone line.
As our world becomes more digital, voice communication remains a critical tool for connecting on a personal level with others. Whether in personal or professional settings, it is critical to remember the superiority of voice communication over other modes of communication such as instant messaging and email. While some technological advancements in communication are incredible, at the end of the day, people want to communicate with one another via their voice.
Voice Has Not Been Lost
Businesses are increasingly relying on voice-based platforms to iteratively improve their offerings. Google CEO, Sundar Pichai, announced in 2016 during their annual developer conference, Google I/O 2016, that 20% of mobile queries are conducted via voice, and 70% of Google Assistant requests are conducted in natural and conversational language.
As seen only recently, typing was being to be seen as displacing voice, but this has now reversed, with voice displacing typing in a more advanced manner than ever. Smart AI, such as Siri and Google Assistant, utilises voice recognition for various everyday operations such as online shopping, and web searches. It is without a doubt that voice interactions with devices will account for the majority of communications. And it will only be expedited in this new normal based on the COVID-19 pandemic where people are far more conscious of the various transmissible diseases available in the world today.
Voice Communication’s Benefits
The average person speaks at a rate of 150 words per minute and can listen at a rate of up to 450 words per minute. However, the average person types 38-40 words per minute on a keyboard, indicating that the amount typed on a mobile phone will be less. This written mode of communication slows the conversation’s pace. Messaging can be time-consuming, even more so when only a brief piece of information needs to be conveyed. Additionally, things that appear to be straightforward can be challenging to explain via messaging or email.
Certain types of communications are significantly more effective when delivered with emotion; for example, if a manager wishes to motivate his employees, motivating them via messaging or email is difficult. Three components of effective communication are studied in human sociology: body language accounts for 55% of communication, voice tone accounts for 38%, and spoken words account for only 7% according to Albert Mehrabian’s Rule of Personal Communication. This analysis is still widely regarded as the bedrock of effective communication today.
Your tone of voice on the phone adds dimension and emotion to your words, enhancing their effectiveness. Without the benefit of voice tone or body language, texting and email are simply words that the recipient must interpret.
Consider me a dinosaur, but I’d prefer to hear your voice rather than read your text.
Listening is vital when it comes to customer interaction, and this cannot be done via email or messaging. Sometimes customers may feel ignored and unimportant when they are not responded to, and this can be avoided by speaking with the customer over the phone.

Business Significance
The most recent telecommunications systems go far beyond simple voice calls in terms of business communications. By running telecommunications systems on the same network as video and data systems, businesses can develop applications that enable employees to work more productively, collaborate more easily, and provide superior service to customers. Businesses can now provide employees with the equivalent of office communications and services while they are traveling or working from home, as mobile phones become more sophisticated.
Digitization and telecommunications are inextricably linked, with the potential to disrupt established business models. Businesses are under pressure to upgrade their telecommunications infrastructure as the demand for connectivity increases. For innovative businesses, network transformation is critical because it enables them to respond to changing customer expectations.
Communication is critical in critical situations, such as the COVID-19 pandemic. Telecom services can also provide your business with direct and indirect benefits. Thanks to high-speed internet, mobile apps, VoIP, and other forms of communication, your staff can exchange information in real-time and reach out to prospective clients. These technologies will assist you in developing effective branding and customer service strategies. Additionally, they may help reduce operational costs, conserve office space, and boost overall productivity.
Apart from increased productivity, telecommunications in business have a plethora of advantages. Additionally, organisations can leverage telecom services to ensure that the right message reaches the right audience at the right time. With TM Tollfree and ViSight reporting, you receive accurate phone line reports that enable you to leverage your telecommunications line to never miss an opportunity and achieve the highest possible level of customer satisfaction. Additionally, businesses can leverage telecom solutions to launch new products, track the success of marketing campaigns, and gain insights that will propel your business to previously unimaginable heights.
With ViSight Reporting, you have the option to extrapolate data for usage in all types of industry reports to observe the call trends that you have accumulated. By using your ViSight Reporting, you’d be able to get accurate and real-time analysis of your voice channel.


Figure 1: Civil Industry performance since January 2020

We can observe that in Figure 1, the Civil Industry has been using voice solutions as a major contributing factor in servicing their clientele. This allows them to use alternative solutions to continue to provide an essential service. This increase in usage is an indication that although voice solutions are a substantial channel for business operations.
TM Tollfree with ViSight reporting adds an entirely new dimension to your business operations and will allow you to remain one step ahead of your competitors. It is important for your business growth. How do you stay a step ahead? By subscribing to TM Tollfree, you’ll gain more insights into your customers. With TM Tollfree ViSight Reporting you can return calls to promote successful lead acquisition faster than the competition. Studies confirm that if you wish to stay ahead of the competition, customer calls should be returned faster if not they will become cold.
You don’t want to lose your customers for simple reasons, do you? It’s said that within a day of experiencing poor customer service, 47% of customers would bring their business to a competitor according to a MyCustomer blog article. Therefore, before all of your customers move their business to competitors, you need to be quick to take action. Plan for a better customer retention strategy by subscribing to TM Tollfree!
Tollfree is the value needed to grow your business. Be ahead of your competitors. Provided with a TM Tollfree ViSight Reporting, you can plan your business expenditure for marketing and sales campaigns in the future. For more details regarding Tollfree and ViSight reporting, call us at 1800 22 2020 or chat with SITI at www.tollfreemalaysia.com.


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