The American Poet William Carlos Williams once said, “It is not what you say that matters but the manner in which you say it; there lies the secret of the ages.”
As much as 90% of communication between people is nonverbal. In the article Is Nonverbal Communication Really a Numbers Game, Jeff Thompson, PhD. acknowledges the often quoted numbers of what is actually retained by individuals when communicating: it can be broken down to 55% body language, 38% tone of voice, and 7% words actually spoken.
At Access, all we do is answer telephones, which leaves us with just our words and our tone of voice to make a good impression within the 15 seconds it typically takes to do so; thus, it is imperative that our staff use their voices effectively to make a great impression when they answer each call.
Here are a 5 vocal skills we use to sound great on the telephone:
Attitude: First and foremost, it is our goal to ensure that we sound extremely professional when answering the telephone. Thus, every day we focus on one of our core philosophies which is that every call should be answered as if you are wearing a business suit. When you are on a business call, it is importance that you exude confidence and professionalism like you would when you wear a business suit. Keeping that attitude in mind will help you execute the following tips with ease.
Tone: The tone of your voice can influence the mood of the phone call. A great way to sound friendly over the telephone is to smile when you are speaking over the telephone. A smile changes the intonation of your voice, making your voice lighter and happier sounding.
Clarity: It is very important that every word is articulated clearly so that the caller understands what exactly is being said. Mumbling or slurring your words does not sound professional.
Speed: If your words are rushed, you may sound desperate to get off of the phone and you may even lose the clarity of your words while you are speaking. If you speak too slowly, you may give the impression that you are not paying attention to what the caller is saying or you don’t know the answer to the caller’s questions. Thus, speaking at a measured pace can ensure the best results.
Volume: When you are speaking over the telephone, the goal is to speak at a volume that creates an air of confidence. However, you want to make sure that you don’t speak too loudly or the caller may think you are shouting at them, which is rude. If you speak too quietly, they may not hear you and they may not be convinced that you are confident in what you are speaking about.
If you follow the tips mentioned above, you will notice an improvement in the way you sound on the phone from the time that you pick up the receiver until the time you hang up. You will make a much better impression on your new prospects and they will be eager to do business with you!