Even you have a good customer services and the good policy but the success of the call centers depends on the agents. The agents are the first person to make a contact with the customers. The sound or voice of agents has a direct result on the degree of satisfaction that customers rate your company. Often customers equate vocal skills with intelligence, interest in problem-solving and complete understanding of the situation of the caller.
With proper short-term training and long-term coaching,call center agents can achieve proper vocal excellence. Most people think that how they speak as an adult is part of their personality and not a physical skill set that they can change. That is not true. Through vocal coaching, the agent’s vocal ease and ability to be clearly understood without physical strain can be achieved. We learn our sound, our speech, and our vocal image from our environment.
Call Center Managers and Supervisors must invest in the vocal skills of all agents – whether they have discernable problems or not. Enhanced self-confidence and greater ability to concisely deliver the corporate message is an investment that will pay dividends for the agent, manager, and corporation.
There is no shame in needing this extra skill set to be learned and practiced. Many of the “basics” of education have been overlooked in the last several decades of progressive education. The skills of reading and comprehension are often discussed, but the lack of proper vocal training in pre-school and throughout elementary grades has all but disappeared from the curriculum.
Call Center budgets are so focused in attaining the latest in IT technology and software for scheduling, scripting, up-selling, and process training for agents, but without the ability to properly speak and to be successful in vocally deliver of the message, the desired results may not be attainable. One way to raise the level of personal performance of the call center agent is by utilizing the skills of a professional vocal trainer.
The ability to be able to speak with the proper vocal skills for 6-8 hour shifts does not entirely rest on the agents’ vocal skills or lack thereof. Part of poor vocal performance is related to physical posture, work-space ergonomics, and facility environment. With a brief evaluation of the call center facility, and by utilizing some fairly easy recommendations, in conjunction with formalized Vocal Training, can vastly improve the performance of the agents, but also will translate into greater employee satisfaction.
The essence of Vocal Empowerment is made up of 5 Elements of Effective Voice: Interest, Clarity, Authority, Language, and Listening. When these skills are mastered and become second nature in daily speech, confidence and success follow.
Interest : Interest is an intellectual skill requiring that you orchestrate the rhythms of agents sound.
Clarity: Clarity is a physical skill requiring the use of an active, exercised mouth.
Authority : Authority is an emotional skill that expresses credibility about what agents are speaking. Requiring self-confidence and cleanly executed emotional and physical choices.
Language: Language is the process of being able to respond to others with words and phrases which demonstrate interest, are clearly understood, and are informative, knowledgeable and helpful in evoking a sense of authority.
Listening: Listening is an act of respect and openness to others.
The success of call center, the job satisfaction of agent staff and company’s customer image are dependent on the ability to attain VOCAL EMPOWERMENT for agents.
About CCI
Call Centers India is known as CCI and has set up good building relationship in BPO industry and helping others to growth in industry, Call Centers India in consultancy since 5 years and in 2005 launched own delivery center by name of Vcare Call Center India (P) Ltd. and delivering many offshore projects successfully.
Related Articles
A Best Possible Way to Make Outsourcing Effective
By: Marketing Team | 31/10/2007 | Outsourcing
First and foremost reason for companies' to outsource is their hunt for lower cost. Factors like suppliers transition processes, productivity rates, service delivery capabilities and quality commitment can bring good impact on the overall project cost. You can make performance excitement by providing the advance information in the service agreement with effective outsourcing.
Be Careful Before Choosing a Bpo
By: Marketing Team | 26/11/2007 | Customer Service
Keep the following important point in mind, while choosing the BPO from any franchises or consultant for your business. Consultants are very smart in their business they will say anything just to impress you.
Few Important Ways to Protect Sensitive Data While Outsourcing
By: Marketing Team | 27/11/2007 | Customer Service
The data protection is the major concern for the companies who are giving their information to the outsourcing. Outsourcing companies are also putting their best effort to protect the data. It is important to know the safe guard methods of the outsourcing before hand over your information for outsourcing.
Help Desk Services: in Demand Now
By: Marketing Team | 03/12/2007 | Customer Service
The priority of the business is always to cost-cutting and to improve their bottom lines methods. Help Desk Services are giving this favor to companies.Accuracy and on time delivery of the project is two major factor for other client and the organization to get the more projects in future. Help desk service is suitable for the companies and processes which is huge and the client wanted the delivery in less time. Help desk services provided by the offshore contact centers 24/7x365 days.
Call Center Night Shift: Effects on Health
By: Marketing Team | 07/12/2007 | Health
People who work nights are more prone to a dangerous heart condition - possibly because of the chronic stress caused by their work patterns. A research suggests that "employees who worked in day shifts are more safe then the night shift employees. The chances of heart attack are very high for the night shift employees few more reasons are lack of sleep, continue stressing etc, chronic stress is cited as the main reason."
Every Call is Important
By: Marketing Team | 31/10/2007 | Online Business
To give a full satisfaction to your important customer staff should be trained to understand customer service. So every calls are very important when it comes to customer service. Training staff on customer communication is essential, In order to compete in the marketplace with many other practices, the staff must be focused. Your customer must get a good explanation for their queries. The team sprit and the good service always requires.
Customers Expectations are Very High From of Call Centers
By: Marketing Team | 17/12/2007 | Customer Service
Customers never expect to deal with poorly trained and ill-informed employees. Due to this mostly call centers are now hiring the well educated agents to give the support to their better educated consumers. It is becoming much more of a challenge to organizations. New developments are creating the need for a new breed of call center professional.
A Help Desk is a System Designed to Help and Support
By: Marketing Team | 12/03/2007 | Outsourcing
A help desk solution is becoming a necessary part of business. Whether for a small startup or large Fortune 500 organization, a help desk can support customers, employees, and suppliers. The help desk will ensure the effectiveness of the company and ensure smooth company operations.
Latest Customer Service Articles
Checking Your Assumptions - Part I of II
By: Misti Burmeister | 05/09/2008
People, by-in-large, have good intentions; they sometimes simply don't understand how they are coming across. And if we focus on enlightening those who open their mouths and insert their high heels, we accomplish so much more than when we simply get angry.
Finding it Difficult to Hire a Stripper? Here’s How
By: Andrew Beene | 04/09/2008
Finding it difficult to hire San Diego male strippers? There are lots of ways to get them! Read through this article about the tips on how to hire a stripper.
Professional Language Translation Services
By: pntglobal | 04/09/2008
When it is time to trust in a professional Language Translation or an agency to carry out your Professional Services translations, you might be concerned about the way your projects will be handled by them. You will probably be wondering: And fully qualified to present the information correctly, with a polished style?
My Little Nest Egg – an Investment Loan Helps Me Secure My Investment Property in Australia
By: avi | 03/09/2008
I recently decided the time was right to utilise some surplus cash I had available and began looking to purchase an investment property. Whilst it would have been easy to just dive in and find something that I could afford regardless of the location or potential growth, I thought it best to do some research knowing that my investment property was more than likely going to be a long term property investment for me.
Direct Investment in Property in Australia Through a Good Investment Loan
By: avi | 03/09/2008
An investment property is becoming a more popular choice for those seeking to create a revenue stream and also achieve capital growth through the investment property value increasing over time.
Customer Service and the Human Experience
By: Rosanne Dausilio, Ph.D. | 03/09/2008
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally a click away.
Iphone 3G Craze
By: 520xyz | 02/09/2008
The iPhone 3G are selling 2x as fast as the original and lines are constantly forming outside of Apple stores and other carriers
Crm: 5 Massive Benefits
By: Darrell F | 31/08/2008
In Business, it is important for business to create and maintain a good relationship with customers. The better relationship with customers, the more successful the business will become. Here are 5 five reasons why Customer relationship management (CRM) can achieve this.
More from Marketing Team
How to Keep your Employees Happy Without Paying Them More
By: Marketing Team | 20/12/2007 | Business
Throwing money at staffers isn't always the answer. Neither is throwing a party every few months. Having fun at work and creating a organized team is just one element. The most successful companies also realize flexibility, values, career development and providing meaningful experiences are also important elements to minimizing turnover. The interesting thing is that many of the companies that value having a good time usually incorporate those other elements too.
The Changing Customer Centric Approach of Customer Care
By: Marketing Team | 18/12/2007 | Customer Service
The customers are always looking for quick reply so it’s very important to give them the correct information on right time. Now the next question comes that Why is this important? Costs typically increase five-fold if the issue is not dealt with at the first call, staff become demotivated and disenchanted customers vote with their feet. All of these can now readily be addressed and the 'holy grail' of win-win achieved.
Customers Expectations are Very High From of Call Centers
By: Marketing Team | 17/12/2007 | Customer Service
Customers never expect to deal with poorly trained and ill-informed employees. Due to this mostly call centers are now hiring the well educated agents to give the support to their better educated consumers. It is becoming much more of a challenge to organizations. New developments are creating the need for a new breed of call center professional.
Call Center Night Shift: Effects on Health
By: Marketing Team | 07/12/2007 | Health
People who work nights are more prone to a dangerous heart condition - possibly because of the chronic stress caused by their work patterns. A research suggests that "employees who worked in day shifts are more safe then the night shift employees. The chances of heart attack are very high for the night shift employees few more reasons are lack of sleep, continue stressing etc, chronic stress is cited as the main reason."
Help Desk Services: in Demand Now
By: Marketing Team | 03/12/2007 | Customer Service
The priority of the business is always to cost-cutting and to improve their bottom lines methods. Help Desk Services are giving this favor to companies.Accuracy and on time delivery of the project is two major factor for other client and the organization to get the more projects in future. Help desk service is suitable for the companies and processes which is huge and the client wanted the delivery in less time. Help desk services provided by the offshore contact centers 24/7x365 days.
Few Important Ways to Protect Sensitive Data While Outsourcing
By: Marketing Team | 27/11/2007 | Customer Service
The data protection is the major concern for the companies who are giving their information to the outsourcing. Outsourcing companies are also putting their best effort to protect the data. It is important to know the safe guard methods of the outsourcing before hand over your information for outsourcing.
Be Careful Before Choosing a Bpo
By: Marketing Team | 26/11/2007 | Customer Service
Keep the following important point in mind, while choosing the BPO from any franchises or consultant for your business. Consultants are very smart in their business they will say anything just to impress you.
Strategic Approach to Improving Customer Service
By: Marketing Team | 22/11/2007 | Trucks
The good organizations are also changing their strategy to fulfill the customer’s expectations and to prove their organization as a customer oriented.
Business 
