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Call Centre Communication Skills

Multi-ethnic Customer Service Agents with headset on in a Call Centre

You had me at hello! Brand your company image with effective sounding call centre agents

By Communication Skills Training, Call Centre Communication Skills, Presentation Skills Training, Soft Skills Training, Voice Development, Voice Training

Call centres are at the heart of modern business practice and customer care is increasingly provided telephonically. In a call centre, your most powerful tool is your voice! A welcoming, warm and confident sounding voice translates into good service much more than one that is flat, shy and distant. By investing and making the time to focus on voice, you’ll be spending quality time that will improve the quality of your entire organization.

“It takes 15 seconds to make an impact – from the way we look and the way we sound. On the telephone you only have your voice with which to make an impact, so using your voice skillfully is vital. This is invaluable in the highly specialized and pressurized environment of Call Centres.” So says Marianthi Dickie, owner of VoiceWorks.

The image and professionalism of the company is projected by the way the agents present themselves vocally, and their overall credibility is enhanced by training them to sound clear, friendly and empathetic, as well as display excellent listening skills. Service excellence is ensured when call centre agents learn to deal with complaints and challenging callers in a succinct, bold manner through effective voice control and good language skills.

Here in South Africa, call centres are being operated locally for companies in countries such as England, Australia, USA, Germany and Netherlands. However 80% of our call centre workforce operates in their second language. VoiceWorks can also assist call centre agents with English language confidence and accent neutralization so that they can communicate more globally.

THE VOICE CAN MOTIVATE OR BORE, CLINCH OR LOSE A DEAL. CAN YOU AFFORD NOT TO TRAIN YOUR STAFF TO SOUND THE PART?

Our Call Centre Communication Skills Course can be tailored to suit your organizations needs and can be conducted in small groups or individually and are run nationally. Current skills are assessed and a custom designed training programme is created to improve the relevant skills required to be an effective and respected call centre agent.

A lady answering the phone with confidence after attending a VoiceWorks course

It Takes 15 Seconds to Make an Impact

By Call Centre Communication Skills, Communication Skills Training, Presentation Skills Training, Soft Skills Training, Voice Development, Voice Training

Research shows us that people judge us by the way we look but more importantly by the way we sound. We spend time, money and effort on the way we look, and so we should, in order to reflect the correct corporate, business or personal image. Few people spend the same effort on how they sound.

Yet far more indicate of our character and personality, social standing and intelligence is how we sound.

We are ‘placed’ by our listeners and sometimes we do this to others.

The voice is important – it brands us so we need to be in control of how we sound.

The minute we speak, our tone, pitch, clarity and variety sends out signals about the kind of person we are, even indicating our moods at that particular time.

Projecting the right sound can make a big difference to the way we are perceived and treated so make sure that your 15 seconds to impact is well spent when you open your mouth to speak.

– Marianthi Dickie, Founder and CEO of VoiceWorks

Multi-ethnic Customer Service Agents with headset on in a Call Centre

You had me at hello! Brand your company image with effective sounding call centre agents

By Call Centre Communication Skills, Communication Skills Training, Presentation Skills Training, Soft Skills Training, Voice Development, Voice Training

Call centres are at the heart of modern business practice and customer care is increasingly provided telephonically. In a call centre, your most powerful tool is your voice! A welcoming, warm and confident sounding voice translates into good service much more than one that is flat, shy and distant. By investing and making the time to focus on voice, you’ll be spending quality time that will improve the quality of your entire organization.

“It takes 15 seconds to make an impact – from the way we look and the way we sound. On the telephone you only have your voice with which to make an impact, so using your voice skillfully is vital. This is invaluable in the highly specialized and pressurized environment of Call Centres.” So says Marianthi Dickie, owner of VoiceWorks.

The image and professionalism of the company is projected by the way the agents present themselves vocally, and their overall credibility is enhanced by training them to sound clear, friendly and empathetic, as well as display excellent listening skills. Service excellence is ensured when call centre agents learn to deal with complaints and challenging callers in a succinct, bold manner through effective voice control and good language skills.

Here in South Africa, call centres are being operated locally for companies in countries such as England, Australia, USA, Germany and Netherlands. However 80% of our call centre workforce operates in their second language. VoiceWorks can also assist call centre agents with English language confidence and accent neutralization so that they can communicate more globally.

THE VOICE CAN MOTIVATE OR BORE, CLINCH OR LOSE A DEAL. CAN YOU AFFORD NOT TO TRAIN YOUR STAFF TO SOUND THE PART?

Our Call Centre Communication Skills Course can be tailored to suit your organizations needs and can be conducted in small groups or individually and are run nationally. Current skills are assessed and a custom designed training programme is created to improve the relevant skills required to be an effective and respected call centre agent.

Multi-ethnic Customer Service Agents with headset on in a Call Centre

Enhance Your Company Image!

By Call Centre Communication Skills, Communication Skills Training, Presentation Skills Training, Soft Skills Training, Voice Development, Voice Training

Train your frontline staff to be clear, friendly and empathetic while representing your company over the telephone and when meeting clients and customers.

They will appear confident and professional and will enhance your company image.

To enquire more about this course, please fill in our contact form or visit www.voiceworks.co.za for more information.