It's not the customers responsibility to understand you,
it's yours to make yourself clearly understood!
Call centre operators are a vital part of a successful business, the nerve centre for future success. Their communication skills can make or break your reputation. Companies have to understand the problems they face and how to put them right.
In the past 18 months we have asked 217 people who attended the Hudson Voice Technique course their opinion about call centres. Many of them (your customers) complained that they often could not understand the operator because their accent was too strong and they spoke too fast.
This is poor communication. It is also irritating to the point where many of these potential customers decide to go to a
rival company. And don’t forget; they tell their friends what they think of your service.
Call centre operators do a tough job, so they must be properly selected and expertly trained.
Most call centre operators need to speak in their second language because they are talking to customers in other
countries, so it is not fair to expect them to communicate with as much fluency, especially when they’ve been talking on the telephone all day.
Regardless of political correctness, you must make sure that your staff have a good command of the English language and are trained in the Hudson Voice Technique.
It's not enough to just learn the language, you need to learn how to deliver the language with more confidence and clarity.
BT and Santander Call Centre Disaster
My partner in India tells me that new training companies are shooting up everywhere. They are being paid a fortune, but not one of them has a technique, so it is largely a waste of money – your money.
If the operators are not trained in a technique, this will lead to complaints and unhappy customers. In the case of British Telecom, they spent millions of pounds setting up their contact centres in India. They had so many complaints about strong accents and operators speaking too fast that they decided to relocate their call/contact centres back to the UK, spending yet more millions.
Another problem was that the staff had been trained by local communication trainers, but it was a waste of money because it didn't work. In situations like this, companies need so many operators that they select by numbers. BT management do not realise that they will have the same problem in the UK. This already exists because they are making the same mistake and not training their operators in a professional technique. Santander are also relocating to the UK, so they will continue to have this problem.
We have developed a unique course based on the Hudson Voice Technique which guarantees to train call centre staff to be better communicators.
Call centres will find this technique invaluable because it makes a dramatic difference to confidence and clarity. The Hudson Voice Technique slows them down and reduces their accent.
“After practicing the Hudson Voice Technique, I have slowed down, I speak clearer, my accent has diminished and I can transform my voice easily and effectively.
I suggest that this technique is essential for call centre operators and of course to anyone making a presentation on the phone or face to face.”
Raghavendra Ashok, Bangalore