For many years, voice chat has been a critical support channel and will be for many years to come. So the time you spend getting good at this will pay dividends. Here are some tips and tricks to help you.

Projecting a natural and attentive tone while on the phone can help a customer feel comfortable during a conversation.

Be aware of your vocal qualities throughout the call. In particular, control your rate of speech, pitch, and overall timbre. The average individual speaks at a pace of 130 to 150 words per minute. If you can, match this rate while on the phone. 

Anything faster will be difficult for the customer to understand, while speaking slower will give the impression you are slow and lazy. Time yourself to check your speaking rate falls into the right range. 

Keep the pitch of your voice in mind while you’re on the phone, too. A high pitch suggests youth and may fail to project an authoritative image. On the other hand, a low pitch can sound harsh, especially over the phone. Aim for the middle ground, and vary your inflection to sound natural and interested.  

The ability to understand what someone is saying on the phone separates a productive conversation from one filled with tension. Whenever you are on the phone, speak clearly.  Enunciate carefully and use simple words and phrases. 

Avoid complex vocabulary or jargon—and cut out slang and filler words, too. For example, saying things like “dude,” “yeah,” and “um” will detract from the quality of the interaction. If you tend to use filler words such as “um” or “like,” practice taking a pause instead.

Starting with the greeting, conversations over the phone must be sincere.  Say ‘hello’ and be genuine. 

If you’re receiving a transferred call, state the name of your department.  Doing this will ease the customer into the exchange and tell them you are the right person to speak to. 

While chatting, give honest answers. Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.”  Specify how long completing a task will take, and state what you can do (rather than what you cannot do).

As soon as you receive a customer’s name, be sure to use it! Include it naturally throughout the conversation. And don’t be afraid to ask them for the proper pronunciation.  Most customers will appreciate this gesture, so you will get the call off to a good start. Get the spelling correct, too. 

We all love the sound of our own names, so callers will appreciate it if you use theirs in an appropriate way.

Finishing a conversation on the right note can create lasting positivity and a satisfied customer. To achieve a great ending to a call, check that the caller understands what you have discussed. 

Ask, “Is there anything else I can help you with?” Answer any final questions to ensure complete comprehension and satisfaction. If they need to call back, share optimal contact times and the name of the right person to call.  

Once all the necessary information has been shared, finish the call in a friendly manner. For example, say, “Have a nice day” or, “It was nice talking with you.” This lets the customer know you were happy to help and will be there for them next time.  

Voice chat has its challenges, but it can be a rewarding skill to add to your abilities. It certainly opens up new ways to make money, so it’s well worth considering as an option.