make an impact with your voice
DESCRIPTION
1 in 4 contact centre agents suffer from vocal health issues, find out how the Plantronics portfolio of products and services can help you minimise the risk in this area.TRANSCRIPT
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Simply Smarter Communications™
Richard Kenny
E&A Marketing Manager, Plantronics
Make an impact with your voice
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Make An Impact With Your Voice
• 1 in 4 agents in contact centres reported vocal health issues*
• Wide range of symptoms– difficulty talking against background noise
– coughing or clearing the throat
– the voice sounding creaky and dry
– failure to be heard when talking on the telephone
– finding it an effort or tiring to speak on the telephone
• Potential to be mis-diagnosed
• Do you have an acoustic intelligence strategy in place?
* IOSH: Working voices: an epidemiological study of occupational voice demands and their impact on the call centre industry, 2012, Hazlett, Moorhead & Duffy
Vocal Health
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Make An Impact With Your Voice
Acoustic Intelligence
SPEECH IMPACT
VOICE
INTELLIGIBILITY
AUDIO
ERGONOMICS
THE RIGHT CONVERSATION
THE RIGHT TECHNOLOGY
THE RIGHT DESIGN
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Make An Impact With Your Voice
What’s wrong here?
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Make An Impact With Your Voice
Everything in its right place
• Simple tips– Get your microphone
in the right place
– Corner of mouth, approx 2 fingers width away
– Audit your contact centre regularly
– Make sure voice tube is present
– Replace these regularly
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Make An Impact With Your Voice
Speech Intelligibility
• The sounds that make speech ‘intelligible’ are consonants
• Consonants generally quieter than vowels in natural speech
• Speech systems need to emphasise 2000 – 4000Hz to ensure maximum intelligibility
6
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Make An Impact With Your Voice
• Microphone based technology designed to reduce unwanted noise that a caller hears
• Simple, robust technology built into the headset microphone
• Enables agent to talk more naturally when noise levels are higher
Noise Cancelling
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Make An Impact With Your Voice
• Sitting is very inefficient for your voice
• Compresses lungs, restricts vocal cords
• Standing up helps you deliver more power, more authority– “opening up the airways”
• Wireless headset gives you more freedom to stand up and talk
Stand up for your rights
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Make An Impact With Your Voice
Background Noise
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Make An Impact With Your Voice
• Simple Tips– Don’t hold team meetings
in the contact centre
– Don’t use sound effects (bells, klaxons, whistles etc.) to signify large orders
– White noise generators?
– Furniture & carpets make a difference
(Don’t) Bring the noise
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Make An Impact With Your Voice
• Real cost to the business of taking voice for granted– Overused voices can’t tell customers how good your service is
• Train, train & train again
• Simple solutions– Hydrate well
– Make agents voices heard by setting up headsets correctly
– Quieten the background noise
– Walk & talk
Overall Conclusions
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Simply Smarter Communications™