Speaking from prompts or scripts, or at the end of a long day, can leave customer service reps sounding mechanical and disinterested.
The solution, say the authors of the frontline training guide, Sounding Great on the Phone, is to add interest to the voice by focusing on the three Ps: Pitch, Pace, and Pause.
Pitch refers to the highs and lows in ones speech. Many voice coaches draw a parallel between vocal pitch and musical notes.
For example, just as a song played with a single note would be very dull, so to is a speaker who uses just one pitch.
In Sounding Great on the Phone, frontline reps will learn to use Pitch, Pace, Pause, and more to improve voice quality and sound more confident, interested, and friendly.
Learn more about Sounding Great on the Phone