I would advise someone that works on the phone all day to find out a lot more about the company itself. I like to make sure that I understand the culture, and what the approach to that client is. Taking that into consideration I would most likely do a workshop, which can be fun for the employees while also focusing on their development. In the workshop we would look at things like how your voice sounds, ways to improve your voice, and tips and techniques to maintain your voice.

An agent waiting for a call should hum, or sing to warm up the voice, and make sure that the voice can project. One thing that sooths your voice is a glass of room temperature water with a slice of lemon. The zest of the lemon sooths your voice, and it makes sure that you are not gasping for air while you talk to an individual.-Katrina Anderson, Independent Training Coach and Consultant