Voice calibration tools and practices

Time and time again in call centers around the U.S I see the same mistakes made in training. 95% of the time call center trainings consist of a handbook that contains company information, project information and communication skills. Which in theory sounds ideal however most trainers use this handbook as a crutch, dryly going through the manual sometimes explaining key points instead of a basic guide. It has been proven that the most important part of the call is the introduction and first impression and the first impression is typically given in the first 7 to ten seconds or the "intro" aspect of the call which is usually the general greeting and doesn't involve the bulk of the product information. So what are they selling in the introduction? The only thing they are selling is themselves. That’s why it is so so so key that in training the focus is on practicing voice skills. People of the call center world I ask you: would you trust a doctor that has just read about a certain surgery but never practiced the skills to perform the task? I know I wouldn't.

Communications training necessitates innovative role-playing and voice calibration tools and practices. CH Consulting constantly strives to correct bad habits and utilize innovative technology that allows for trainees to hear positive and negative qualities in pre-recorded wave files helping them to understand and recognize the skills and not just read them. Also the training allows them to immerse themselves into their own voice to both hear and SEE the quirks and inconsistencies in their own voices. I am surprised how consistently I get comments like "I sound like that" and " I never realized I did that." When a rep has exceptional communications skills and in depth project knowledge they will be exceptionally at that they do.