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The most important tool on the telephone
What brings success on the telephone? The power of persuasion? Friendliness? No question about it, these things are extremely important if we (want to) get into conversation with our customers. Nevertheless, the secret of a successful call center agent lies, to a quite a large extent, in the voice itself.
If the customer has never seen you before, then your voice is the decisive factor upon which he or she is able to form an opinion. After on a few seconds, you have already given your partner in dialogue an impression of yourself – solely through the sound of your words. This impression can be either good or bad – regardless of the actual message that you want to communicate with your voice. This impression may cause feelings of insecurity or even anxiety among some telephonists, because each call is a great responsibility. On the other hand, you voice and, thus, every single call bears an enormous potential. According to surveys, the content of your words during a call only has a decisive factor of around 7 percent – the rest, which amounts to a decisive factor of around 93 percent (!), lies in the voice itself and the sound of your words.
Thus, a key question during the course of our telemarketing job interviews is also, of course: “Does the applicant have a pleasant (telephone) voice?” However, this is merely a single-factor evaluation and something that can be worked on in order for the applicant to perform successfully as a telemarketing agent. You should also ensure yourself that your most important tool is constantly “serviced”. How can you do this? Well, there are a few basic rules and techniques that can help you to positively influence your voice, and we would like to introduce them to you here: The key to a pleasant telephone voice lies in the posture, in the facial expression and in the articulation.
Take a moment to consciously observe yourself while you sit on a chair. How is your posture? Are you sitting up straight or is the opposite actually the case? Even if you don’t believe it, your voice really does sound considerably more relaxed, fuller and more pleasant when you sit up straight and don’t sink down in your seat. This is due to the fact that an upright sitting position allows the air, that you need in order to speak, to flow more freely through your body. Thus, you should frequently check your posture.
The facial expression:
The facial expression also has an effect on the sound of your voice. Smile and gesticulate, even though your partner in dialogue can’t actually see you. This makes your voice sound friendlier and you will come across in a more amiable manner.
A coherent, clear pronunciation and a vibrant-sounding voice that conveys motivation is easier to listen to and gives the partner in dialogue a committed and competent impression – the content that you wish to communicate is also given an effect of enhanced meaning and importance.
Therefore, always remember: Your voice is your most important tool of expression with which you perform your work and, thus, a feature of major importance that can determine your success or failure on the telephone. Happiness or sorrow, self-assuredness or doubt, motivation or a lack of enthusiasm for your work – all of these emotions are transmitted via the telephone receiver and can also be heard by the customer.