It’s not just what you say, it’s how you say it. The customer’s overall impression of a call is based not just on the right words, but the overall “feel” of the call which is heavily influenced by vocal techniques and mannerisms. Unfortunately, these vocal elements like voice tone, call control, and demonstrations of emotions like empathy or enthusiasm are harder to define and measure.
This session tackles defining these “soft skills” standards to enable more objective and effective call reviews.
Module 1 - Using Objective Language in Quality Standard Definitions
Module 2 - Creating a Comprehensive Quality Standards Document
Module 3 - Defining the Most Challenging Call Standards
Seminar attendees will learn to:
- Identify vocal behavior descriptions that are objective and measurable.
- Describe ways to define vocal delivery elements such as rapport building or call control.
- Define challenging call standards like voice tone, quality, and empathy.
- Assemble a coaching session planning guide.
- Incorporate definitions into a comprehensive Quality Standards document.
Price: $150 (Single-user, 30-day license)
