SMART Communications has recently upgraded its automated voice system, marking a significant step in its race against other telecommunication providers. On 22 February 2012, SMART sought the expertise of TalkShop as regards effective use of voice for business. TalkShop provided voice training to SMART talents who are the first ones to meet customers when they transact over the phone regarding inquiries on accounts, products, services, among others.
“Frontliners are often taken for granted. But little do companies appreciate that even the way they sound over the phone creates an impression that will make potential customers decide to subscribe to their services. They are actually the first ones to open the possibility of a business relationship with a customer. They are also a very important factor why current customers turn out to be loyal to the company and its services,” Sheila Viesca, TalkShop Director of Communication explains.
The TalkShop Voice Coaching designed by Viesca underscores the importance of vocal personality in telephoning. This includes articulation, tone, and smart factor. “It is amazing how you can make or break a business deal just by using the power of your voice. Customers these days are more intelligent and meticulous. They can feel the personality of a company by how its frontliners sound over the phone,” Viesca added.
SMART customers should not, however, feel ignored when their calls are received by an automated voice. The company believes that interactions that require live help are routed to the right representative complete with screen-pop integration to SMART’s proprietary CRM or customer relationship management so agents can offer more personalized service for greater customer satisfaction while reducing average talk time by 23 seconds per call.
American author and poet Maya Angelou said, “It takes a human voice to infuse the meaning of the words.” This is why TalkShop’s integrated communication takes into account the human voice as an indispensable instrument in communication.
For more inquiries on the workshop, contact a TalkShop consultant at 894-5588, write to firstname.lastname@example.org, or log on to http://www.talkshop.ph.