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.

The perpetual challenge

The consulting business relationship can often be characterized as the search for a balance between how you feel a project should be executed and your client’s version of the path to success.

I try to break it down into three steps:

The first step is to break down all of the relevant pieces of the project like a puzzle. Deconstruct each piece of information that is available to you about your client’s business, industry, target demographic, employees, budget and goals.

Next I combine all of these pieces with what my experience and understanding of best practices have shown to get positive results. As I reconstruct the puzzle, I remain mindful of which pieces are vital and which are flexible.

The last step in this process is to present the client with the picture you have developed. Be open to your client’s opinions and be flexible with changing the cosmetics of the project to suit your client’s wants. Not every project is the same and the client is your best resource Remember it is your responsibility to build a successful project and your client has brought you in to provide something that he or she needs. So be open with your client and effectively articulate your reasoning to keep those items you feel are vital to achieve success.
Sincerely Brooks

Hello everyone!

  My name is Brooks and as a new addition to CH consulting I have many exciting opportunities and experiences that I'm looking forward to applying and using at CH consulting. 

I started in the call center industry many years ago and right out of high school. Starting on the phones and gaining insight into the key roles and operations of call centers from the ground up. Moving my way up i've had many different roles from project manager to director of client services. 

I would consider my emphasis in Quality Control and Training but like to stay fluid and knowledgeable to address whatever issues or problems arise.  In this blog I hope to post any particularly fun issues I may come across and answer any questions that might come my way. 

For those who take the time to read my humble words I hope you enjoy and maybe get a thing or two out of it .