It’s not what you say, it’s how you say it. To some, this may be a cliché. To others, it’s a cold hard fact. If you’re in telemarketing, you’re more than likely one of the latter. You’re very well aware that your ability to endear yourself to someone – usually a complete stranger – will have a lot to do with the tone of your voice. You know that without body language, it requires more of you to communicate your messages effectively to a wilfully listening ear.
You likely have a lot in common with Albert Mehrabian, who in 1967, as Abhiroop Basu explains on Zopim.com, came up with the “7%-38%-55%” rule to explain how communication works. It is made up of three parts, he insisted: 7 percent is the actual words you use, 38 percent is the tone of your delivery and 55 percent is the body language used to accompany your words. Evidently, body language counts for a lot!
So how does one effectively communicate without body language? As you may have guessed, it all comes down to tone. After all, Mehrabian surmised that tone far exceeds the actual words you use when communicating your message. Good telemarketers are very well aware that the tones of their voices set the tones of their conversations. Right off the bat, a person being called needs to know that he/she is speaking with someone worth listening to.
On VirtualHold.com, Ashley Brown explains how one’s tone can make or break a sale. “What callers hear on the other end of the line can make a world of difference when it comes to the quality of service your company provides, as well as your overall reputation,” she writes, “One agitated, dismissive voice can make or break a sale. As well, it can start a cycle of having to transfer calls to other agents and supervisors. In other words, it’s costly and potentially damaging.”
What problems can arise from a poor tone of voice? It’s been said that smiles are contagious. And that’s why phone agents are often advised to smile when they’re speaking to their leads over the phone. It helps for their tones to improve. But when a caller sounds bored, disinterested, irritated or downright rude, it’s bound to impact the mood of the person he/she is calling. It only stands to reason.
To avoid calling leads and customers with poor tones of voices, telemarketers require motivational feedback and regular training. According to Brown, “existing employees who have less than desirable attitudes may need additional training or assistance. It’s never a good idea to turn a blind eye to employees with attitude issues. They rarely change direction and often behaviours can get more pronounced.”
What is the best way to monitor the tones of voices being used by your phone reps? At SIClytics, we highly recommend the use of our Live Call Monitoring services. We offer call centre business owners and office managers innovative cloud-based features that enable them to listen to calls live as they happen. They can also whisper helpful feedback to their reps during those calls without the other parties hearing a thing!
For more information about SIClytics’ Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.