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Jan24
Call Center Agents - You Are On The Air!

I once visited a call center that had a mirror at every booth.  The call center manager said that they really emphasized to their agents that when the call was connected, that they were "On Stage" - that they are beginning a performance.  The mirror was to help them be facially animated while they talk and that by remembering to smile and by being animated in their "performance", that all of that would carry through in their voice.

Noell Wong at ImageAide makes some great points out how telemarketers  or anyone working through a phone can improve their image when they are speaking  over the phone:

...on the phone, the voice is our image.

What kind of voice do you have? Is it high or low pitched? Loud or soft? How about speed - do you speak fast or slow? Are you monotonous or not? And how about intonation - do you always speak as if you are asking a question?

In general, people think of high pitched voice as innocent, naive and young. A very low pitched voice is pretentious and at times intimidating.

Fast speakers appears nervous to others, whereas slow speakers appears to have a low IQ.

Monotonous is boring, and exaggerated intonations gives an impression of melodramatic.

How do you know how you speak? Listen to others' voices and make comparisons. Then listen to your voice through a recording, for example, voice mail. How does your voice sound compared to others you've heard?


20 Comments/Trackbacks




I keep getting calls from Georgia 770/242/8446 and Okl 918/612/4249
Which I do not ans. Why when I am on no call list. Thanks Don

Interesting. I have been getting calls from 770-242-8446 as well and there is never anyone there. I actually live in Atlanta where the 770 area code is located so you think it might be a real call but it isn't

Me too, same number 770-242-8446. Sometimes I get a beeping sound but not a fax. How do we address this, is there any way to find out who owns this number?

These guys can look it up.

https://find.intelius.com

I did a quick search and found that they have records on it and it is bell south but you need to pay $14.00 to find out who the end user is.

I called Southwest Bell who owns the number. They say the company who's number that is is spectrum services. I check out the web and searched spectrum services and 770 and I get this link. http://www.spectrumservicesusa.com/

I am going to call them and talk to them about it.

Bryan

Bryan, Thanks for the info.

Spectrum Services appears to do political polling and customer loyalty surveys, both which can be exempted from the National Do Not Call List. However, if you talk to them and tell them that you want to be put on their Do Not Call list, they are then restricted from calling you again.

Here is Spectrum Services number. 800-225-7765

They do surveys for car dealerships. I bet all of us have looked at cars recently. I called and they are going to put me on there never call list. today is supposed to be the last day I get calls.

Bryan

When ever I get those chuckle heads calling me, I go into my " Jewish addle brained old man accent," routine and REALLY get the caller confused and frustrated. I loved the CRAFTMATIC ADJUSTABLE BED gal...I asked her how I would know WHICH bed I'd want..."the salesperson would bring samples," "would he wait while I spent the night sleeping on all four?" then I'd ask questions going in circles with her. She was SO ticked off at me! I bet she quit and went to work the drive up window at Mc D's! ahahahah off!!

dumb people calling from that 770 number;
asking for some guy name brandon and i`m a freakin` girrrrl? WTF.

Bryan:

I got the call as well...and yes I was looking at cars a week ago!!! Thanks for the tip!!!

Again thanks,


K

I got a call on my cellphone from 770-242-8446 today. I didn't answer it, but I googled it when I got home and found this site. I haven't been looking at cars. I am on the do not call list. Thanks for the info on it. Can't these people find an honest way to make a living?

Anyone interested in suing them for violations of the DNC list?

Anyone interested in suing them for violations of the DNC list?

http://www.dmnews.com/cms/dm-news/legal-privacy/39408.html

HONEST WAY TO MAKE A LIVING YOU SAY???

This is an honest way to make a living. Sorry if it bothers you a lot. Would you rather send me at the slums or rob somone on the street?

For unfortunate people like us who had no means of sustaining an education or people who have lesser opportunities in life, this work is just fine.

An escape from poverty. That is what all this job is about. Do you think we would be in this job if we were fortunate enough to find one. Hah!!! Just doing our job you know.

People are so naive, never understanding that marketing is always harsh and rude. Would you rather us go to your home like the old days and sell stuffs?

In fact, we help improve the economy by making transactions and businesses processes streamlined. Again, just doing our job. Don't blame us. Blame the direction the world is turning to.


SALAM H R U MUJ APP KA CALL CENTER MA JOBS CHAYA HA KIU MUJ JOB KARNA KA SHOUKA HA PLZ APP KAYA MUJ JOB DA GA MANA 2 YEAR COMMERCE MA KAYA HA OR MA NA M.S OFFICE BE KAYA HA PLZ MUJ JALID SAY JALID MEEAGE KAR KA JAWAB DA PLZZZZZZZZZZZZZ

I went to Spectrum Services "Contact Us" link and emailed the following to everyone listed:

I have called your organization numerous times and requested I be put on your DO NOT CALL list. This email will be official notice to place my numbers on your DO NOT CALL list. My numbers to be put on your DO NOT CALL list are as follows:
#, #, #
I have also informed the Federal Communications Commission/Consumer & Governmental Affairs Bureau of your continued persistence to contact me despite my requests to take me off of your list. If I continue to receive calls, I will reference this email and sue you for harassment.

You'd be amazed how quickly my numbers were removed from their list. ;-)

I just started getting calls from 770-242-8446 yesterday. And guess what? I've been looking at cars the past couple of weeks. What's the best way to figure out who's calling me so I can request to get off their list and contact the FCC about them as well?

I'm trying to find an answer to that myself.

I've run across a site that may help. It's www.whocalled.us - people can enter numbers and any information that they get on the Caller ID or during the phone call. It's helped me a couple of times.

As for the article: I hate the mirror thing. We had them up in one call center. I am not on stage. I am at work, doing what they pay me to do: the best job I can for them and the customer. This is not a stage: this is my life.

Maybe for some people, a mirror helps them realize that the expression on their face isn't the one they thought they had. Maybe they don't want to look so mean or bored, and they'll change. But the issue of putting on a show was a big problem for me.

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