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Voice Coaching – A Necessity In Call Centres Based On This Eye Opening Research….

telephone interview

 

A study, commissioned by the Institution of Occupational Safety and Health (IOSH) has shared startling findings regarding call centres and vocal problems:

Findings at a glance

 

  • 1 in 10 diagnosed with a voice problem
  • 1/10 suffering because of the stress placed on  vocal cords
  • 60% having difficulty being heard against background noise
  • 41%failed to be heard by the customer
  • 1 in 3 call agents said that their voice was hoarse often
  • New starters more likely to develop voice problems

 

 

Dr Luise Vassie, executive director of policy said ” the results [] are eye opening: 

 

[“People who depend on their voices such as actors and singers, often have training, call agents should be no different.  Call centre managers and employees would be wise to heed the advice of this research]

 

As part of the research, interviews with [managers indicated that call agents receive regular job training – but fail to cover voice care and effectiveness]

 

 

Dr Hazlett added: 

 

“By educating staff on voice care issues, they become more aware of the risks they face and how they can be prevented – this can:

 

  •  lead to reduced absence levels
  • a more efficient way of working
  • and, in the long run, business profitability”

 

So there you go, eye opening research – seems like there is a requirement for voice coaching in the call centre world!

Full article/research http://ccma.ie/news/583/lack-of-voice-training-sees-one-in-four-call-centre-workers-suffer.html



ConfidentSpeak is a specialist S.T.E.M Communications & Coaching Consultancy based in Dublin, Ireland. We work with leading Irish and international companies and executives at home and abroad. Contact us for details on our range of  corporate/private programmes for executives, sales teams and technical professionals.

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