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Training for call centers or customer contact centers:
Develop your voice to negotiate and make cold contacts, while maintaining control without voice fatigue!
I have often been approached as a voice specialist for specific needs in customer contact centers. In addition to enhancing communication and contributing to outstanding customer service, I have designed a program that helps trainers better project their voice when teaching and also helps prevent many health problems such as vocal overload and stress.
This COMPLETE 1 year training includes 3 modules covering the following material. It provides an understanding of the 6 vocal characteristics: placement, pitch, volume, rhythm, inflection and articulation with the following objectives
Recognize the vocal qualities of the good communicator;
Know how to evaluate and coach the voice;
Know how to correct certain defects (diction/accent/monotony/flow, etc.)
Learn to listen to one’s own voice and evaluate its effect on an interlocutor;
Define the best tone for each voice;
Valuing every minute spoken;
Keeping control of the communication through breathing and voice;
Adapting to different interlocutors and their needs through the voice;
Adapting to different speakers and their needs through the voice; Promoting a better synchronization with their interlocutors.
*The training also includes 3 webinars, course notes and 1 year of coaching.
Each exercise includes a suggested time and duration to complete the exercises and achieve the objectives.
This is a suggestion. I recommend a meeting that could allow you to customize a program according to YOUR specific objectives: time, duration, follow-up, issues and more.
In order to prepare the training tailored to the specific needs of the participants and/or create the toolbox (online video vignettes, course notes and evaluation grid) I will need access to a sample of 50 recordings.
The recordings would ideally include 1 daily call taken over 5 days at different times and not exceeding 10 minutes per call and chosen as follows:
2 models of perfection in customer service
2 models that were truly unsatisfactory in customer service
6 models rated as average or uneven in customer service
To listen and diagnose these 50 recordings, I estimate that it will take 15 hours at $150/hour