how to sound confident on the phone | FOR CALL CENTER AGENTS

Here's one simple but effective voice trick call center agents can do now to make their voices sound more confident over the phone, especially when talking to irate customers. This contains two mock call examples.
#kwestyon #callcentertips #callhandlingtips

[@KeaHM]

You really understand how calls work, it's amazing how passionate you are to the point that you study every detail

[@Kwestyon]

Thank you. ❤️ That means a lot to me.

[@dinaremichel2100]

I really appreciate her ,may God protects you wherever you go!

[@glayzaayson1634]

I am glayza ayson..

[@mearoque879]

Great ate girl i like your voice👏💖

[@glayzaayson1634]

@@mearoque879 thank you

[@ericequito7324]

Sounding confident on the phone has been my opportunity in handling calls. I have been receiving comments from my QA that I was sounded unsure, not condifent in providing resolutions and whatnots. I'm a fun of imitating accent which uses the question pitch in ending a declarative statement. I didn't know that it is now my habit to speak English in certain way. This video really helps me on how to sound more confident on the phone. More of this please. Thanks

[@jeanalbao4848]

What's QA?

[@Kwestyon]

@jean albao Quality Analyst.

[@oliverlangrio1828]

That's american people the way they speak in rising intonation voice.

[@arleenalino3044]

@@jeanalbao4848 Quality Assurance

[@rockelclaudio6159]

I totally agree, i tried to be sound so upbeat, but when the customer became irate i am starting to sound hesitant. But when i tried the low pitch or the natural sound of my speaking voice, i can easily organize my thoughts and can provide the customer the real situation of their concern,

[@JCTV_Studio]

omg same with me

[@ja_nasam]

I watched several videos in your channel while I'm processing my call center application. And tonight, I received a call from the company. I'm now hired! I can't stress it enough through words but thank you very much for creating this kind of content. Sharing your experience and knowledge helped me a lot. More power to you and your channel!

[@Kwestyon]

Congratulations, John!🥳🥳🥳 I'm so happy every time I see success stories like this. ❤️

[@cherylanny.dabo-dabo2614]

0

[@phoenixastra4429]

Congratulations! If you have any tips please share with us!

[@LiezelGonzalesNamoc]

@@Kwestyon you

[@SonOfZeus2076]

why are you so tremendously sexy??? what a bombshell

[@ernestsuangco2624]

I realized most of the agents I am working with, pass because of listening to your videos. You have a purpose indeed to our lives. Thank you.

[@o0omheano0o]

You're right, and sometimes customers become more irate when you consistently use a high pitch in delivering statements.

[@pautabora5618]

This is a really good skill to practice. This had often been my problem when I was still in the cc industry, but I somehow managed to lower my pitch a bit more. If I may add, I noticed that rising intonation sounded less confident than falling intonation. Pitch and intonation are equally important. Thanks for thia video.

[@angelicatrino2498]

The first agent sounded like she was asking a question instead of stating a fact. She was giving the client a chance to argue.

[@MissGarcia_]

Not a call center agent, but I like the way you speak with confidence. I wish I am!

[@kayeaye2774]

Agent 1 sounds a friendly human while agent 2 sounded like a lifeless bored robot.

[@missycara5021]

I agree! When this call will be audited, sa QA will tag this as robotic. No empathy. :( Now I am confused.

[@missmc4547]

Agent 1 is for CSR agents need tlga ng empathy jan, and dapat you sound approachable.. Agent 2 is for Collection agents hardcore dapat especially sa mga customer na hindi mahilig magbayad para makasingil 😂

[@twistedlove5596]

But that's kinda the point.. If you work in sales you know how customs can be🤦‍♀️

[@friendliestbug]

Sometimes you have to, or you're open to not being taken seriously and being manipulated by the customer though.

[@jmarchel12]

I love the fact that she actually puts correction on her sentences.

[@happyperson4038]

I didnt know I need this in my life. This is actually helpful!

[@curiosophy4241]

Thank you! :-) Learned a lot. I can only imagine the "control" each agent does to make sure they are efficient and professional and ethical.

[@sagessemalory5285]

You love what you do, and we can see love at what you do for helping people. You're an angel. ❤️

[@Kwestyon]

NOTE: Candace's and Agent 2's voices in these examples are devoid of warmth and friendliness. That's for a good reason: they were talking to a verbally abusive customer. A pleading/friendly tone of voice would have done very little to salvage their QA scores. If you want examples of scenarios where you should sound confident AND friendly at the same time, watch this video: kzbin.info/www/bejne/nGWwpKComp2SmZo

[@sapsalingpusacattalkmaykwe1556]

I just loved you ever since haha now it's 100k subs you deserve it

[@chellastation]

Your videos for describing tone is very helpful. Can you do more videos like this? More mock calls maybe. Thank you. 🙏

[@timothy4208]

Didn't really resonate with me at first however it made sense after the explanation. I've worked in cs and in the industry, relative to the first example, almost everybody does the first agent's habit. Your video proves that while it isn't mandatory for BPO company's in our country to do this type of speech training, I can definitely see the usefulness or effectiveness when done in actual. I clicked on this video and I'm glad I learned something great. Thanks.

[@jackieyousefi300]

Worked in call centers my whole life in sales and customer service and the substance in your voice changes the entirety of the call.

[@Dthhrnndz]

I find it very helpful since I'm working as an outbound cc agent rn. Confidence iz the key. Thank you

[@Klash20249]

I wish so badly that I found you sooner! I just watched this video and found it so helpful. I have gone from face-to-face customer service to over the phone and omg it's completely different. Thank you, Thank you Thank you! I cant wait to see more of your videos.

[@isaylonzame6851]

I'm not confident during phone interviews, I just don't feel to talk well without eye contact with the interviewer. I think I can answer better in face to face interviews.

[@rommelperonilla1958]

Same

[@isaylonzame6851]

I find it difficult to be sincere to talk on phone, I hope I would learn the skill to.

[@rommelperonilla1958]

@@isaylonzame6851 I did not pass my account validation 'cause I felt l like im responding to the question like a robot haha. Stuttering at its best haha

[@IamKayneISO]

perhaps a phone interview can be less intimidating

[@hansols1727]

I feel the opposite, it gets awkward looking at the other persons eye. I do better on the phone

[@florenceangeles8118]

galing niyo po. planning to apply as agent very helpful po contents niyo. at maganda ka . thanks

[@JN-bg9vu]

I've been working in a call center for 2 years now and still I'm struggling how to be stable about my confidence . I'm an Introvert and working in a Customer Service is really a big challenge. I easily have my confidence questioned whenever I encountered intimidating consumers. I'll be following you from now 😉 I believe I can still learn a lot from your videos. Thank you 💞😊

[@adriennebarnes6658]

I’m an introvert about to start call center job I’m curious to know has your experience gotten any better ?

[@innocentlykawaii267]

I'm an introvert as well and was just about to enter call center. When our english is good yet the communication skills won't follow :'>. Welp i still had a lot of learning and practicing to do ghash

[@hisnotsolonely2961]

Same

[@damseldency]

Aww we're same

[@AHD2105]

Oh no...don't say that! I never even thought about this. I'm starting work on Monday recieving calls for the SPCA!

[@justonemontanez976]

Thank you for sharing those tips on how to become more confident while speaking on call, you really help us a lot. I really like hearing your accent especially your voice!🙌❤️

[@chencustodio9002]

Im watching ur videos on the facebook and now here in you tube. Im following ur steps and tips and im already 1month in call center,im a newbie. U help me a lot. Thank u♥️

[@MC-qz5ej]

OMG! This was the problem I had that my trainer was telling me. I wish I found this video sooner.😖More videos like this please. Very helpful.

[@justrandom8989]

So I just got hired last Friday and during my interview I just realized that I sounded like the Valley Girl😂 maybe because of the influence of watching Kardashian video's. Im slowly adapting their way of speaking. And always ending my declarative sentences with a high pitch. Thank you very much for this video. I'm now going to avoid these kinds of pitch and way of speaking. More power to you and your channel. ❤️

[@pinayenglishteacher]

I was about to type a comment about the 'valley girl accent' on the 4th min. Good thing I waited until you explained it on 5:37 min. This is worth watching! Your "online trainees" will definitely learn from you. More power to your channel! :D

[@meow8909]

huhuhu i really like the valley girl accent, i wanna do it sana...

[@paduanicoc.7019]

i remember emilia clark doing the valley girl accent, here's the link if you're interested: kzbin.info/www/bejne/o3qlmGCta7mBgqc

[@saina3115]

Please let me know if you have online training i am interested to learn because i want to be a call center since I'm in high school @Kwestyon

[@josedeguzman__]

This is something I can apply even if I dont work in a cc.

[@shairamae7413]

I love how you delivered those words. I super love your accent and your character😘😘

[@smphillips6052]

Very helpful! I tend to speak with a highpitch voice, despite my confidence it DOES come off as uncertainty. I cant wait to try these out today!

[@manilynAdam]

Yes! Another helpful tips for us! ❤️ 😘 Thank you and yes more of this like and tips on how to overcome struggling in delivering answers without stuttering tones 😁

[@kelvinmascarinas105]

That would be awful circumstances, but its really help me a lot thank you!!

[@akire_mi155]

When you mentioned Valley Girl accent, the Kardiashians automatically came up in my mind hehe. By the way, great content. I'm not a call center agent but I find your lessons very interesting. ❣️

[@billy.torres9139]

Wow! awesome information. That all agent's must applied when having a conversation with the customer's. To sound more confident. A very big difference how you delivered info. For me 'This is also a tips to get the client's trust. That is the most important in the role.

[@gflow1230]

wow, you are an an amazing teacher. love this! thank you so much!!!!

[@airiesodias1124]

Just in time... thank you so much. I'm learning a lot and always waiting for your helpful videos. 😊

[@dean3241]

This person has taught me a lot on how to speak with full confidence

[@hnngap]

Sounding confident but ofcourse telling the customers the correct information really helps de-escalating situations 😁😊 just like when someone ask for a supervisor for no good reason 🤣 Just be confident and be firm. Minsan kasi kakayan-kayanin ka ng customers when you sound unsure tho alam mo ang tama. Its really on how you deliver it 😊

[@minaru3661]

i hate to say this, pero aminado ako na ako si Agent 1 pota, especially dun sa dulo ganyang ganyan ang tono ko hayss kakabuset pala pakinggan. Need tigasan dapat and be confident hahaysss

[@josselinruiz4303]

I watching your videos to learn everything about call centers. I feel I'm in a good place to learn, You are awesome and I love the passion you put in each video. Thank you

[@roxieb5444]

I love to hear your voice very confident,I hope I am too because Im planning to apply in a call center thats why I always watched your video it is a very big help to me.thank you!

[@jenseamonamoroso6262]

It's my First time as a retention agent and this vid helped me realize that I've been using the Valley Girl accent most of the time, Very helpful~ I will share your vids and I know you'll help a lot of people who wants improve~~~ More subscribers to come!

[@samutsaringcontentchannel4488]

Wow your content was really a big help for all aspiring agents out there. Kudos to you.

[@aprilpalmon2534]

I like how you explain, very detailed. I can apply these in the future.

[@thebossphvlogs]

Congrats to your channel..Learned a lot from you..GOD BLESS...from a 100 subs to 100k and counting....❤️🔥💪

[@LhiaMarie]

I just started a new job two months ago, it was non voice and though there is an option to call or receive calls, I never tried calling because I am not comfortable with spoken English. Maybe it's because of the fact that I am not a fluent speaker and my pronunciation is very bad. However, two weeks ago, we were told that we would need to do outbound calls for atleast 2 hours everyday. I will try my best to be confident and improve my pronunciation(I'm not really dreaming of having an American accent, neutral accent is fine as long as the pronunciation is clear so that the person on the other end of the line can easily understand me). I hope I will be able to improve my pronunciation as I want to keep the job. I'll be watching more of your videos for more tips. ♥️♥️♥️

[@elinkhouli6219]

I just find one video for you and now i am checking each individual one . Thank you 💕

[@leanrejzverde9905]

Thank you for your tips, a big help for me as a call cebter agent too, also im glad to know that there are things that is right to do and i did it and improved by the help of your videos, more supporters to come Godbless.

[@alicennami4692]

I love your videos! I have been in customer service forever, but your videos are so helpful! I have such a problem with this, I have a sing-song tone and a very high pitch voice , I need to work on this! Thanks!

[@arizonaskye3917]

This is great. I feel I've been refreshed by this video. You've got a great disposition.

[@rajbansode8554]

i really appreciate how simply you explain the concept...

[@sadphoneoperator8028]

I absolutely want more videos like this.....Keep doing the great job

[@himimosa4169]

Watching your content really inspires me to learn more and improve my english. Thank you for this, it's really clear and not confusing at all.

[@kathleengonzales6818]

I had a mock call yesterday and the HR Manager said that I kept on using a sing-song tone which is not appropriate. Now I completely understand what I needed to improve. I sounded like agent 1, hehehe. I'm a newbie by the way. I will keep on watching your videos to learn and practice more. Thanks a lot Ma'am.

[@KristeenNance]

I love this! I can use this for my VA trainees. Thanks!

[@screambornify]

I was a call center agent myself before, and handling irate customers is the most difficult ones, but pacifying them may somehow leads to make them feel like putting yourself in their shoes by owning the problem (not literally owning it) and knowing where they're coming from with a bit of empathy and friendly voice tone are only some of the key point tips you can apply in every irate customer call you may get. Please also know that low pitch voice as what Kwestyon has mentioned helps a lot to deliver a declarative statement not only to sound confident but also authoritative with conviction. Just saying 😊

[@edgarsanjur510]

Actually I thought the same. I work for a Bank Company and every single day they remind us of how to be Empathetic with CX. I know the procedures and how everything works, and personally I speak like the confident Candace. However, if I speak like that and in adition I deliver Bad news TRUST me, that is gonna be a HUUUUUUUGEEEEEE detractor on Your survey. So basically they ask us to be as Nice as we can and always try to connect with CX sounding friendly and cooperative. Maybe I should be working with your Company Candace, it is pritty difficult to be Empathetic for me 😪.. sometimes I sound like "it is what it is"

[@mardemclairerosales6761]

I was a training for call center I experienced a lot of irate customer thanks for tips ☺️

[@nurmagdy9057]

OMG Im obsessed over the details and all the itsy bity you have explained WELL DONE ❤❤❤❤❤

[@Mikaela489]

I just stumbled upon your video...and I love your accent and your aura. I enjoyed watching this video and I think I would end up watching all.

[@reginepearlrosal3469]

Your videos really worth to watch, it is indeed very knowledgeable and helpful for everyone who wants to improve especially in this area where being soundly confident is a way way advantage to a call. Hoping that I will be as good as you. Looking forward for more videos from youu.

[@midzyatiny6435]

Oh, thank gawd. I saw this before my interview!

[@cheliyahshelley459]

I'm a career shifter. I've been working government jobs for 4 years already. I've been trying to apply for call center jobs. I have always been confident with my communication skills when I was still studying and and when I was working. But I have been applying for 1 month already and I have already failed 3 final interviews and it is making me doubt and less confident. I have realized that I perform better in written communication rather than in verbal. I've been watching your videos to help me perform better during interviews and hopefully get hired. I've been keeping notes and writing answers to possible question during interviews but on actual interview I still get really nervous and stammer and just forget how to speak english at all. I'm starting to feel depressed.

[@jasfernoriega314]

Me too, the same what have you feel I'm not really good when speak in front of people's specially when they my first meet

[@mariaboy7574]

Oh my Gosh. Same here sis.

[@kendraacebes8819]

You are not alone 🥺🥺🥺 That's why I've been practicing my English Speaking.

[@francineogena718]

Me too, also because of nervousness I decided to back up many times. Theres a time the interviewer and I started to stuttering and don't know what to say, my friend told me I got mental black because of nervousness.

[@xiulaces4968]

I have the same problem. I'm really good when I was still studying everyone knows I excel in English but I have zero confidence when communicating verbally. I already tried applying on iQor the sad thing is I got a mental block or maybe because being nervous I panicked and ruined my interview 😢

[@melodybr3089]

I really love your voice the pitch the tone everything about your voice. I will be glad if i will be like you, h to speak good in english, confident to a job interviews, etc hayyy because thats my weekness on how to communicate in english

[@sammienickz3750]

Hi sheena! Been watching your videos and it really helped me a lot. Just last month I applied for a CSR and by constantly watching your videos particularly the Interview videos, I just got so lucky! I got hired! Thank you so much. You are an angel! God Bless you more.🥰🥰🥰😘😘

[@Kwestyon]

Congrats, Sammie!!🥳🥳🥳

[@alexandersobrepena2699]

My friend encouraged me to apply way back in year 2018. I failed to pass the interview because my answers were not that good. 😂. My answers were shallow which is not enough for the interviewer to be convinced. Week before the interview, I asked an advice from the people I knew who are working as a CCA but they just told me to answer the questions, as simple as that😊. I don't have any idea how to deliver the answers correctly, and so, I failed🤭😁. If I just can bring back the time Ms. Candice😂. Thank you so much for your very informative contents, it is very useful not just in call center industry but also in other tracks. I am so thankful I saw your KZbin 🙏😊. God bless and more power.

[@valeryvega7750]

Absolutely 👍 I want more videos like this.

[@itsa_yis4me]

Thank you for sharing this tips. I learned a lot. Btw, new subscriber here. I'll make sure I'm always updated on your upcoming videos. Keep it up!

[@kinesguerra2159]

I Just want to tell you that you inspire me and make me want to be the best version of myself. Thanks a lot!

[@Kwestyon]

❤️❤️ That means a lot. Thank YOU!

[@mitch5301]

I see why you became a QA. You're really good at what you're doing. 😉

[@GabrielaFlorez]

i love the way that you speak ... thanks , i also learned a lot from your videos

[@roymatthewnillasca8335]

This video really helps me a lot. Especially I'm a newbie in the call center. Thank you very much

[@yhangheart]

The information is Super detailed. Kudos to you❗🔥 i learned a lot by watching to your videos. It made me feel more confident than ever.

[@CD-dm7dw]

Oh my god I just started my customer support job last week and I just realized I’m the first agent that’s probably why customers don’t take me seriously thanks for this

[@mylenepineda6082]

Wow your amazing..everytime i watch your youtube channel you gave me new lessons for me to use in.

[@abigailaure989]

I don't know if it's just me, but Agent 1 sounds more empathetic than Agent 2.

[@gladyslovesraney3637]

I agree with you Abigail. the customer was frustrated and demanding, the agent 1 was empathetic, agent 2 just sounded rude and not really about confidence.

[@cristinereplagao2238]

True

[@Kwestyon]

Hello Abigail! Yup, on point. It's a case to case basis. In this call, the customers were verbally abusive so no need to be concerned about not sounding empathetic enough. All empathy should be erased from your voice if customer is verbally abusive. My next video will be about the different tones of voice depending on the customer's mood. :)

[@chamachuchi]

@@Kwestyon I agree with Kwestyon. :)

[@0614Rei]

@@Kwestyon wow, I learned something new

[@nikolefc6845]

Thank you for your videos and tips you give🙌🏻has helped me a lot!

[@shirleyilan1375]

Love your channel, Ma'm. Im so inspired. 🎉🎊💖

[@maamlanz4914]

I love your voice, sounds good to my ears, clear and soft. Nice ideas and info.thank you so mich

[@MonkeyDLuffy-kv2fi]

I love this channel. Watching videos from you became my everyday habit

[@nikadiaz1366]

I love this woman,she is helping me a lot haha ,thank u so much!!

[@indaykugihan6338]

hi..... recently i follow your blog......am soooooo glad its really really helpful, since im applying in IHG as hotel sale reservationist. from realty agent for almost 10 years, its my first time to apply online job

[@cesaralejandroelias3713]

Really good video, I have learnt too much of this!

[@georgetagle8789]

It gives you different emotion and mood. The voice tone of the first agent looks like she's drain and tired. While the second agent is calm ,polite and confident. It gives a big impression and emotion to receiver of what kind of emotion you use.

[@YourOneandOnlyJULIE]

Thank you so much! I'm already on my week of training! I passed! I applied once and Im now in Financial account. Hope to learn more from you. Love you muchhh ❤️❤️

[@twistedlove5596]

Spoken like a true saleswoman😍🥰 Love the way you think girl🤗

[@thescript0754]

Thank You po ! And wow malapit na po kayo mag 100k subscribers . Wow ! 😍

[@josephestrella1032]

I wish I knew about this sooner. No wonder most of my cx ask for a supervisor whenever I deliver a bad news. Thank you! Gawin ko nga ito mamaya hahaha

[@rosy6117]

This what all the details i need esp. Virgin in a call center but in this case i never encounter this kind of matter although as a virgin call center agent we really need this to have more confident in our call esp. The i rate costumer! As i always heard from my instructor with conviction... i think they prepare the agent to have this kind of voice tone cause for them its more lively but now i know as i watch your video thank you so much for this informative video!😊

[@achisticshoely8732]

I love you😚 I've learned so much today, I want to watch more of your vids. don't stop uploading content like this, it's really help beginner like me

[@carlajoylabistetorreon8194]

Thank you so much, this is a great help. Praying that my friend and I will hired to the company we're planning to apply. Wish us luck. God Bless us all❤️❤️. Let's attract more blessings with having faith to God🥰.

[@sakuramikandaidoujie9086]

Im so inspired thank you coach. 💙

[@chatio81]

I like your examples, it can help me a lot with the claims phone calls by customers.

[@parengemilsvlogsandtrends2545]

You're doing great. How I wish I can handle the call with confident and with intonation.

[@jeramhelful]

hi mr.commentor.... I have a crush on you... you attracted me... may I know your fb name??

[@judyllanera6235]

Your videos are really informative and clear to understand. Thank you for doing this. This helps me a lot.

[@laura3619]

Great content....looking forward to more tips for this situation.Thanks.

[@badetyowww]

Thank you for this video. I'm a call center agent for 4 years now and sometimes I need to study these type of lessons myself so it will be a refresher for me. More of this please. pretty please.

[@vikkachkaa]

Good job!! Love your vids. Will apply this later on my shift. Hehe.

[@swiss0926]

Thank you so much for all the information. You have done maticulas research on voice .Even someone is not working in a call center should watch your videos for personality improvement.

[@user-nd9sm6kz3f]

thank you very much you've been a good english teacher for me sorry for the grammar because I am still learning the language and I'm not near enough in being a good communicator, I've been watching your videos since then.

[@kryzldelfierro7441]

Geez, subscribing coz of this video. Beyond amazed!