You voice is one
hell of an asset when you work in a BPO company. Voice is not only a tool to convey
information but it can also be a factor to make or break a negotiation, close a
sale or simply a cause of miscommunication.
When you speak, your
voice trails off with these three factors: Clarity, Control and Impact.
Listed below
are ten tips to attain these three factors optimally to
its full potential. (And it does apply whether you're doing a face-to-face or
telephone conversation).
- Practice a deep-toned voice, well-paced voice.
85%
of customers over the phone gained confidence from a customer service
representative by their deep- toned voice, it signifies authority and trust
just by hearing a well-modulated, well-paced voiced.
- Record your voice: listen & review
It
pays to be conscious on how you sounded while speaking. This way you can be a
critic with your own voice. Listen to the output and scrub the flaws.
- Deliver Eloquently
Too
much of these: "ahh", "ahm" and unnecessary pauses would
make you sound unsure and without confidence. If English isn't your native
language, do not articulate what you're thinking in your native language then
translating it to English later on-this will fail you big time; instead,
"Think English, Speak English"
- Practice tongue-twisters
Speaking
out "if Peter Piper pick a pack of pickled
pepper, where's that pack of picked pepper Peter Piper picked?" 5
times consecutively without a single fault with sustained speed and pace will
lessen your chances of stammering.
- Don't talk through your nose
Talking
through your nose is like singing to be at worst. Practice speaking out using
your diaphragm. This will let the voice
within you sounded more controlled and authoritative.
- Do not mumble
Talking
indistinctively creates unintelligible conveyance of speech. You will be
sounded like in-engage and considered as unprofessional esp when talking with
customers.
- Use proper Intonation
The
rising and falling intonation, including the monotone should be observed in
appropriate cases. This way, you can emphasize your points and you will sound
assertive. Use the monotone when reading out disclaimers, notices, etc.
- Vocalize
This
may sound extreme but if you can find an open field where you can amplify your
voice before you head-out for a shift would be helpful to tone and prep your
voice, exercise your vocal chords, your larynx, pharynx and your diaphragm.
- Read out a passage or a news article once a day
A
5-minute reading session everyday augments reading comprehension, eloquence and
moderate mouth exercise. Make it a habit.
- Constantly ask feedback from your friends on how are you sounded like
If
you sound like a high-pitched parrot or a clumsy sounding telephone attendant,
seek the advise of a speech therapist.
-mac