Voice Care for Call Center Agents
Vocal Health + Excellent Telephone Skills = World-Class Customer Service
Save your VOICE... Save your CAREER!
Save your VOICE... Save your CAREER!
Call centers remain to be one of the biggest contributors to the entire Information Technology and Business Process Management Industry (IT-BPM) in the country. According to the Call Center Association of the Philippines, the industry is expected to have 1.3 million employees by the end of 2016. This continuous growth only proves the increasing need for telephone customer service in most companies and organizations… and this all the more makes the call center agent’s job important.
Over the years, the call center industry has placed a huge emphasis on training call center agents to provide excellent/world-class/exceptional/quality customer service. However, it seems to have neglected the central and most essential tool that call center agents need in order to do the job: their VOICE.
Research has shown that one in every four call center agents suffer from voice problems! Dry, air-conditioned environment, posture-unfriendly office chairs, dusty workstations, habits such as drinking alcohol, coffee and smoking… these are just some of the everyday things that has become part of the lifestyle of a call center agent.
A hoarse voice on the phone creates the same negative impression as a worn-out suit or a messy desk. An agent without a functional voice translates to increased sick days, fewer calls per hour, more off-phone time… in short, lower productivity and revenue lost for the business.
Voice Care for Call Center Agents Workshop
Voice Care for Call Center Agents is an 8-hour workshop that teaches the frontliners of the contact center industry to take care of their voice, and how to use it more effectively in to become successful in their career.
Did you know that up to 75% of voice problems are caused by VOCAL ABUSE AND MISUSE? Unfortunately, most professional voice users – those whose occupations rely heavily on voice use – get very little to no training on how to speak without putting little strain on the vocal folds.
Voice Care for Call Center Agents aims to:
The workshop covers the following modules:
Over the years, the call center industry has placed a huge emphasis on training call center agents to provide excellent/world-class/exceptional/quality customer service. However, it seems to have neglected the central and most essential tool that call center agents need in order to do the job: their VOICE.
Research has shown that one in every four call center agents suffer from voice problems! Dry, air-conditioned environment, posture-unfriendly office chairs, dusty workstations, habits such as drinking alcohol, coffee and smoking… these are just some of the everyday things that has become part of the lifestyle of a call center agent.
A hoarse voice on the phone creates the same negative impression as a worn-out suit or a messy desk. An agent without a functional voice translates to increased sick days, fewer calls per hour, more off-phone time… in short, lower productivity and revenue lost for the business.
Voice Care for Call Center Agents Workshop
Voice Care for Call Center Agents is an 8-hour workshop that teaches the frontliners of the contact center industry to take care of their voice, and how to use it more effectively in to become successful in their career.
Did you know that up to 75% of voice problems are caused by VOCAL ABUSE AND MISUSE? Unfortunately, most professional voice users – those whose occupations rely heavily on voice use – get very little to no training on how to speak without putting little strain on the vocal folds.
Voice Care for Call Center Agents aims to:
- Educate the call center agents about the science of the voice, its common illnesses/sickness, and how to take steps to care for their voice and minimize the risk of voice problems
- Provide call center agents with tools and strategies for effective telephone communication and customer service
The workshop covers the following modules:
- Voice and the Body. This module teaches the science of the voice. Participants will learn the 3-step process of how voice is produced, and how to use the body as a “sound system” to prevent vocal abuse and misuse. They will also learn the “Voice Care System,” a combination of voice exercises and tips on how to keep the voice in tip-top shape.
- Vocal Image. Customer service has been the battle-cry of every call center. Agents are expected to deliver excellent service, and the voice is their primary (if not the ONLY) tool in order to achieve that. This module teaches the participants how to create a “brand” with their voice, the kind that resonates with their personality and the company they represent.
- Effective Telephone Communication. The telephone TRANSMITS the voice, not ENHANCES it. That said, it is crucial for call center agents to know how they sound over the phone. Participants will be taught how to properly project their voice for one-on-one telephone communication. As communication is a two-way street, this module also pays huge attention to listening, and provides new, 21st century listening exercises that will break the monotony of scripted spiels and responses.
- Psychology of the Voice. Stress is the number one factor to developing various types of diseases, and voice problems are no different. This module is about handling disappointments and confrontations at work – with peers, with the boss, with customers.
- Loving What You Do. At the end of the day, being passionate about your work is what will get you through. This module is an inspirational talk on how to find meaning in the job.
