For many organizations, the call center is the primary means of communications with customers, so it’s important that we make each conversation count. From the opening of a customer call to its transfer or close, what agents say and how they say it will have a lasting effect on both customer satisfaction and company success.

For many organizations, the call center is the primary means of communications with customers, so it’s important... Read more

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Certification 3 courses 3 h 50 min

The following courses are included:

  1. 1. Navigating a Customer Call
  2. 2. Power Phrasing
  3. 3. Vocal Makeover
  4. Certification

3. Vocal Makeover

Proven Techniques for a Winning Voice

If used properly, the voice can support and enhance your verbal message. However, sometimes distracting vocal mannerisms can creep into the speech, negatively impacting the professional image.

This course will help agents become aware of the most common speaking distractions and give specific tips and techniques for improvement so they can communicate with confidence. It outlines the seven vocal elements and how you can improve each one so your voice becomes a finely tuned instrument for telephone communications.

Agents will learn to:

  • Identify effective vocal warm-ups that maximize the clarity of their voice.
  • Identify and eliminate frequent verbal mishaps and “verbal viruses.”
  • Correct problems with vocal volume and tempo.
  • Find the optimal telephone voice pitch.
  • Change voice inflection to be more upbeat, energetic and enthusiastic.
3. Vocal Makeover
  • 3 modules
  • 104 min

The First Class Phone Skills program is designed by call center experts to provide a practical and engaging learning experience. Start today.