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This immediately engages the customer and makes them believe it is a genuine call; if the caller knows the customer’s name it is more likely to be from a company they already know rather than a generic sales call.

The results also identified the key timeframe for calling customers to generate the most positive results. It seems 7:00pm – 8:00pm is the golden hour for gaining positive responses, with 7:11 the perfect minute for catching the attention of customers.

Qire is also advising businesses to give more consideration to who it is that calls customers, as it has found that female voices achieve a much greater response, as customers feel relaxed and reassured. In contrast, feedback states that male voices were unconvincing and intimidated over half of target customers.

Commenting on its latest research, Guy Cooper, technical director for Qire said: “We are not surprised that customers are only giving companies a few seconds to grab their attention. With increasingly busy lifestyles and the perception of foreign call centres making irrelevant sales calls, consumers do not want to be caught on the phone unless they think it is a genuine worthwhile call.

“We have invested heavily in our Intelligent Voice Messaging (IVM) technology to ensure we are using ‘real’ human voices to engage with customers from the outset. Research such as this is integral to the development of our products, we are constantly analysing our calls to ensure we are using the most effective wording, tone and voice to gain the best customer response.”