Why How You Say What You Say Matters the Most!


Mastering the English language and improving vocabulary is usually far from sufficient when it comes to making an impression by way of superior inter personal skills. In order to enhance communication skills, the concept of listening to and responding appropriately, by using voice modulation and other soft skills, is far more important. For this reason, voice and accent training is an essential facet of the BPO industry.


Overall, the vital role played by the right voice and accent to ensure customer delight cannot be emphasized enough. Try this brief activity to test this yourself:


Step 1: Record your own voice on a voice recorder saying “Hello” with a straight face.
Step 2: Next, record the same again, this time, but with a little difference – say it with a smile.
Step 3: Share the two recordings to a trusted friend or acquaintance.
Step 4: Ask the person to guess which one sounded pleasant.
Step 5: Compare results and see whether the listener is able to match the voice with the mood.

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