Voice Tips for Contact Centres Part 1: 5 Key Tips to Improve

By Bob Morrell on January 26, 2024

If you use your voice all day, then it is essential to treat it with respect. Also you need to be aware of the different parts of your voice and how you can use them for effect. Here are the first 5 (of 10) tips to help you improve your phone voice: 

  • Tone: Tone isn't just about the words being said, it's about the emotional resonance behind those words. You need a consistency in tone, ensuring that the emotion in your voice matches the content of your message. Customers are finely tuned to pick up on the sincerity, enthusiasm, or boredom that can seep through in your tone, even if it is subconscious.
  • Active listening: Far from being passive, active listening is about being present and engaged with the customer, encouraging them to continue sharing. This technique not only puts the customer at ease but also provides valuable insights into their needs and how to address them. 
  • Stress: The emphasis on certain words is essential. It is clearly important to stress the right words. By accentuating verbs or key points in a conversation, agents can convey urgency, reassurance, and clarity. It's a subtle but effective way to drive home important points without overwhelming the customer.

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  • Inflection: This refers to the variation in pitch and tone that conveys different meanings and emotions. Whether it's to express empathy or inject a bit of humour into the conversation, the right inflection can make all the difference. It's a skill that requires practice, as poor inflection can lead to misunderstandings or a lack of connection with the customer.
  • Volume: Lastly, volume plays a significant role in voice mastery. Varying volume can help certain sentences stand out and how maintaining an appropriate level of loudness can ensure clarity without coming across as aggressive or disinterested.

In conclusion, from tone to volume, each element of the voice is important. These tips are actionable strategies that can be implemented immediately for noticeable improvements in customer service delivery. Contact centre agents can turn their voice into the heart and soul of customer satisfaction.

Look out for Blog 2 where we will explore five additional vocal tips to complete your journey to becoming a maestro of customer service through voice mastery. Test out your instrument and make every call a performance that leaves customers wanting more!

Tune in to our Contact Centre Focus podcast episode, Voice Tips for Contact Centres: Five Key Tips to Improve. Click here to listen: https://bit.ly/VoiceTips1