TINA, 27, works as a call center agent in one of the offices in Ortigas Center, Philippines. Like her colleagues, she is articulate, highly attentive to details and very resourceful. But there is one thing her superiors always remind her to work on: the timbre of her voice.
Apparently, the hardworking Tina sounds younger than her actual age. Her voice often registers a "child-like" sound that implies less experience on her part. Her bosses are concerned that if she goes on like this, more and more callers may find her less convincing if not completely devoid of credibility.
In a call center career, your voice is an asset. You have to take care of it all the time. You have to consciously make an effort to make it sound persuasive. It's not enough that your English is excellent, your accent is impeccable and your words of courtesy are correct. Your voice must also carry a commanding tone that helps in stressing out your seriousness and your knowledge of what you're talking about.
Remember that there are two areas you should be aware of when speaking. One is "what" you say, the other is "how" you say it. According to studies, 87% of the listeners' opinion of you is based on your voice alone. That leaves only 13% allocated to what you are saying to make a positive impression. These numbers clearly indicate how your voice is so important in your profession.
Here are some tips on how to sound like a genuine call center voice.
1. Lower the timbre of your voice. If your voice seems to be coming out of a child's mouth, tune ft to a lower pitch. It may take a while to get used to conversing this way over the phone, but if you make a conscious effort to alter the quality of your voice, you'll be able to handle more calls efficiently.
2. Make a firm stand. Part of sounding credible is being decisive in what you say. You need :) make up your mind quickly when confronted with a difficult scenario. If a caller wants you to do something nd there's no way you can grant such a favor, tell it straight to the person. If it's the other way around and you need to ask a caller to perform a particular task - say, he has to settle his long overdue account - explain why the person should do it without spending too much time giving your side. Make it known that your decision is final to eliminate circuitous talks.
3. Know your stuff. Don't just talk out there. Know by heart what you're talking about. Study the product or service you're offering. So that when a caller suddenly pops up a not-so-frequently-asked question, you'll be ready to answer it with full confidence. It's not going to help your cause if your voice sounds child-like and you can't even express yourself well at the same time.
4. Observe how your colleagues do their work. When you're not taking calls, listen to how your fellow agents interact with clients. How they modulate their voice effectively and how they relay their message with the most minimum of words.
5. Practice diligently. As the saying goes, practice makes perfect. Read a newspaper aloud at home. Just continuously talk when you're inside the bathroom. Listen to how you sound and don't stop until you get the right timbre that is being asked of you.
6. Easy does it. Don't speak too fast. If you have a small voice, you're bound to sound more difficult to the ears by talking as if you're in a 100-m dash run. Slow down when you are giving a message.
7. Get a vocal coach. The poor timbre of your voice won't probably cost you your job in an instant. But it could affect the way you perform nevertheless. (f you can't change your voice in accordance with the standard of where you're working, you might want to consider hiring a vocal coach. You may have to shell out some money to accomplish it, but if you're intent on proving yourself on the job, a guidance from a vocal coach may come a long way.*
2. Make a firm stand. Part of sounding credible is being decisive in what you say. You need :) make up your mind quickly when confronted with a difficult scenario. If a caller wants you to do something nd there's no way you can grant such a favor, tell it straight to the person. If it's the other way around and you need to ask a caller to perform a particular task - say, he has to settle his long overdue account - explain why the person should do it without spending too much time giving your side. Make it known that your decision is final to eliminate circuitous talks.
3. Know your stuff. Don't just talk out there. Know by heart what you're talking about. Study the product or service you're offering. So that when a caller suddenly pops up a not-so-frequently-asked question, you'll be ready to answer it with full confidence. It's not going to help your cause if your voice sounds child-like and you can't even express yourself well at the same time.
4. Observe how your colleagues do their work. When you're not taking calls, listen to how your fellow agents interact with clients. How they modulate their voice effectively and how they relay their message with the most minimum of words.
5. Practice diligently. As the saying goes, practice makes perfect. Read a newspaper aloud at home. Just continuously talk when you're inside the bathroom. Listen to how you sound and don't stop until you get the right timbre that is being asked of you.
6. Easy does it. Don't speak too fast. If you have a small voice, you're bound to sound more difficult to the ears by talking as if you're in a 100-m dash run. Slow down when you are giving a message.
7. Get a vocal coach. The poor timbre of your voice won't probably cost you your job in an instant. But it could affect the way you perform nevertheless. (f you can't change your voice in accordance with the standard of where you're working, you might want to consider hiring a vocal coach. You may have to shell out some money to accomplish it, but if you're intent on proving yourself on the job, a guidance from a vocal coach may come a long way.*
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