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Call Centres

All the information and advice you need for Call Centre Employers and Employees.

Experience

VCN Experience with Call Centres

The Voice Care Network UK (VCN) is a professional organisation of voice specialists – usually either Speech and Language Therapists or Voice Coaches.

The VCN provides training to Call and Contact Centre operatives and supervisors to keep their voices healthy and to communicate clearly and effectively.

Workshops

'Safely Speaking' - Voice Care and Development Workshop for Call Centre Staff

A practical interactive workshop to boost vocal effectiveness and prevent damage to the voice when speaking for prolonged periods over the telephone. Gain an improved understanding of how to maintain optimum vocal health, avoid damage to the voice and increase awareness of articulation for clarity of message and effective communication.

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Articles

Reports on Occupational Voice Symposium, London - March 2009

There were over 30 Papers presented over the 2 very full days, from a range of UK and International specialists. Individual morning and afternoon sessions were chaired by well known and much respected people  - John  Rubin and  Jan Svec, as well as Dr.Ruth Epstein and Philippa  Ratcliffe from The Royal National Throat, Nose and Ear Hospital.

Occupational Voice Issues in Call Centres – 'Prevention before Treatment'

The VCN was invited to present a Paper summarising the significance of occupational voice use in Call Centres within the UK, and VCN experience in delivering workshops based on prevention and reducing issues.

Occupational Voice Symposium in London in March '09

VCN were strongly represented at the first international Occupational Voice Symposium held in London and organised through the Speech and Language Department of the Royal National Throat, Nose and Ear Hospital in Grays Inn Road and University College London (UCL). The inspiration behind the Symposium was Dr Ruth Epstein, Head of Speech and Language Therapy Services at the Royal.

Case Studies

DWP Extends VCN Voice Contract

The Department of Works and Pensions (DWP) has continued to use the VCN, as its exclusive provider for voice training, for their Call Centre operatives. Further workshops have been delivered in 2009 for The Pension Service, The Carers Disability Unit, the Benefit Enquiry Line and the Attendance Allowance Help Line.

Manchester United

VCN delivered 3 workshops to the Manchester United Call Centre in August to nearly 30 of their key call centre operatives. The evaluations after each workshop rated the VCN workshops very highly (4.7 out of 5).

VCN Provides Voice Training for NHS Direct Staff

Following a visit to our stand at the Health and Well Being Exhibition in March, we had a call from an NHS Direct Call Centre. An initial afternoon workshop in August was rated so highly , that VCN was immediately was immediately booked for a further four in September.