Does that sound harsh? Yes, it does but in today’s world of increasing telephone communications, it is the truth. With the predominance of Call Centers taking over varied functions that influence many areas of the population on a day-to-day basis, the need for Vocal Empowerment in the Call Center is critical to both corporate profitability and individual employee success. The “sound of your agents” has a direct result on the degree of satisfaction that customers rate your company. Often customers equate poor vocal skills with intelligence, interest in problem-solving, and complete understanding of the situation of the caller.
Unfortunately, not just call center agents, but many of us live a vocal lie. Our voices - what we say and how we say it - does make the difference of whether we get the job, the next promotion, or even making it through the interview.
In the Call Center industry, managers grapple with performance measurements when metrics on some agents exceed minimum standards due to the need for repeated information and customer frustration with comprehension. Agent recruiters are always “listening” for clarity and good vocal skills in the next training class that is being assembled. Corporations continue to search geographic locations where dialect is minimal and the potential pool of employees is plentiful. I have seen that 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. Fortunately, we can change that as easily as we first learned to speak. Improper vocal skills learned and uncorrected as a child trying to communicate with those in our world can be reversed.
Call Center Managers and Supervisors must invest in the vocal skills of all agents – whether they have discernible 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. There are many training courses, schools and programs that address the needs of remedial reading and comprehension, math, etc., but there are only a handful of experienced vocal coaches that are training outside of the performing arts industry.
Most Call Centers budget for the latest in technology, and many purveyors of 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 the message, the desired results may not be attainable without 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 ability to stave off high employee turn-over is an additional benefit of proper vocal training. By addressing the physical comfort and vocal performance, employees are more likely to stay within their current job.
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 your sound.
Clarity - Clarity is a physical skill requiring the use of an active, exercised mouth.
Authority - Authority is an emotional skill that expresses your credibility about what you 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.
I am more convinced than ever with the global community that we all participate in, the need for clear and concise communications is vital to our continued ability to work together in an atmosphere of respect and trust.
When considering introducing Vocal Empowerment training, insist that training class uses interactive, job-centered exercises and techniques that meet every call center agent’s special performance needs in order to produce individuals who speak and move clearly with interest and authority. Demand that the vocal coaches and trainers have completed professional voice training and are able to illustrate before and after samples of their work and results. Request professional references. You are asking your agents to undertake a physical, emotional and challenging course. The trainers must be able to have a complete understanding of physical and vocal interdependence and be empathetic to the agents while still being able to effect a tremendous personal change to varying degrees for your staff members.
The success of your call center, the job satisfaction of your agent staff, and your company’s customer image are dependent on the ability to attain vocal empowerment for your employees.
Katherine M. Hart is President and Founder of Hartfelt Communications, a professional training and communications imaging company. Over the past 25 years, Ms. Hart has trained over 25,000 Call Center Agents, Corporate Executives, Politicians, Actors, Community Leaders.please visit http://www.hartfeltcommunications.com/ Sign up for a monthly ezine-newletter "From the Hart" with vocal tips and communications essentials.
Article Source: http://EzineArticles.com/
Unfortunately, not just call center agents, but many of us live a vocal lie. Our voices - what we say and how we say it - does make the difference of whether we get the job, the next promotion, or even making it through the interview.
In the Call Center industry, managers grapple with performance measurements when metrics on some agents exceed minimum standards due to the need for repeated information and customer frustration with comprehension. Agent recruiters are always “listening” for clarity and good vocal skills in the next training class that is being assembled. Corporations continue to search geographic locations where dialect is minimal and the potential pool of employees is plentiful. I have seen that 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. Fortunately, we can change that as easily as we first learned to speak. Improper vocal skills learned and uncorrected as a child trying to communicate with those in our world can be reversed.
Call Center Managers and Supervisors must invest in the vocal skills of all agents – whether they have discernible 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. There are many training courses, schools and programs that address the needs of remedial reading and comprehension, math, etc., but there are only a handful of experienced vocal coaches that are training outside of the performing arts industry.
Most Call Centers budget for the latest in technology, and many purveyors of 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 the message, the desired results may not be attainable without 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 ability to stave off high employee turn-over is an additional benefit of proper vocal training. By addressing the physical comfort and vocal performance, employees are more likely to stay within their current job.
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 your sound.
Clarity - Clarity is a physical skill requiring the use of an active, exercised mouth.
Authority - Authority is an emotional skill that expresses your credibility about what you 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.
I am more convinced than ever with the global community that we all participate in, the need for clear and concise communications is vital to our continued ability to work together in an atmosphere of respect and trust.
When considering introducing Vocal Empowerment training, insist that training class uses interactive, job-centered exercises and techniques that meet every call center agent’s special performance needs in order to produce individuals who speak and move clearly with interest and authority. Demand that the vocal coaches and trainers have completed professional voice training and are able to illustrate before and after samples of their work and results. Request professional references. You are asking your agents to undertake a physical, emotional and challenging course. The trainers must be able to have a complete understanding of physical and vocal interdependence and be empathetic to the agents while still being able to effect a tremendous personal change to varying degrees for your staff members.
The success of your call center, the job satisfaction of your agent staff, and your company’s customer image are dependent on the ability to attain vocal empowerment for your employees.
Katherine M. Hart is President and Founder of Hartfelt Communications, a professional training and communications imaging company. Over the past 25 years, Ms. Hart has trained over 25,000 Call Center Agents, Corporate Executives, Politicians, Actors, Community Leaders.please visit http://www.hartfeltcommunications.com/ Sign up for a monthly ezine-newletter "From the Hart" with vocal tips and communications essentials.
Article Source: http://EzineArticles.com/
