How Tone of Voice Affects the Outcome of a Phone Call

Tone of voice always has an impact on a conversation, especially in a virtual/remote setting. But at Anserve, tone of voice is especially important because callers can’t see the agent’s body language or facial expressions. As a live-agent call center service, Anserve knows the significance tone of voice has for callers.
For our agents, keeping a positive tone has a definite impact on effective communication. Because tone can project your company’s brand, it’s imperative to make a good impression with your tone of voice on the phone.

Experts estimate that a first impression is usually made within the first ten seconds of a phone call. Our agents make a positive first impression with the following techniques:
* Smiling when speaking
* Breathing deep from the diaphragm
* Speaking around 120 to 150 words per minute, to come across as a good listener
* Listening for the “meat of the message”

Our agents use the three main components of tone of voice for effective communication.
**Rate of Speech: A good rate of speech is about 125 words per minute. If you speak faster, you will seem like you’re rushing. If you speak slower, you may seem bored or seem condescending.
**Pitch: Pitch refers to how high or low your voice can go. Anserve call agents try to avoid a monotonous voice which can sound robotic and unengaged to the caller. We also try to avoid pitches that are very high which will probably not sound genuine.
**Energy: This includes the attitude and enthusiasm of the agent.

​Contact us at Anserve for more details and visit our website for a longer version of this entry. Use this information when training your staff, you'd be surprised at the positive results on both ends of the relationship!