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There are countless theories about which accent is best for callers to respond to, however, one thing that you should consider doing when recruiting any agents who will talk to customers by telephone, is to have them talk on the phone and listen to how they sound. The telephone does not transmit every frequency of sound the human ear can pick up so an agent may sound OK in a face to face situation but on the phone their accent could sound very different – sometimes better, sometimes worse. So include telephone based activities in your recruitment processes to hear what the customer will hear.
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