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Voice Modulation in Call Centers

Voice modulation is the process of adding variety to one’s voice by changing tone, pitch, speed and other voice components in order to make communications clearer, more interesting, more engaging and more evocative. Voice modulation among call center agents usually form part of a typical call center training because the transmission of customer service is essentially facilitated through verbal communication. Voice modulation in call centers is necessary because the parties in the communication, the alternating speaker and listener, are deprived of physically seeing each other during the communication process. In which case, voice modulation is used as a strategy to compensate for the loss of physical communication in the process. So how exactly is voice modulation performed.

Inflection. By varying the pitch of one’s voice, one can emphasize or de-emphasize certain meanings or points in one’s statement. Inflection is naturally performed by people during communications. This helps in instilling emotions like enthusiasm, interest, and excitement among others behind the meanings of the words. Without inflection, the monotonous sound of a voice becomes boring, robotic and impersonal.

Volume. This pertains to the loudness or softness of the sound. Not all words or statements in one’s communications are uttered with the same volume. Changes in volume is also use to stress messages or to show of emotions.

Relax. A relax tone reflects a dignified, calm and objective person. This is important because call center agents state informational messages. This is in contrast to an agitated tone which may evoke tension, stress or pressure, which may sometimes caused the voice to be harsh and unclear.

Gaps: These pertain to pauses while talking. Pauses are similarly used to reflect the end and beginning of sentences, which are ultimately used to facilitate better understanding. The pauses are used to organized thoughts by separating them to independent verbal statements.

Smile. Since speaking involves controlling one’s mouth and tongue, smiling while talking is effectively conveyed during speaking. The smiling of the agent affects how the sounds of words are articulated using the mouth, which is audible and felt by the listener or client.

Originally posted 2013-12-12 08:37:44.

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