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.
The VCN has been delivering voice workshops to Call Centres for over 10 years to public organisations like the Department for Work and Pensions (5 year contract, twice renewed) and NHS Direct, as well as specialist commercial organisations such as Manchester United Football Club.
In Education, the VCN is the only voice training provider supported by the TDA (The Training and Development Agency for teachers) and the core training provider for the ATL (The Association of Teachers and Lecturers).
The voice workshops provide significant benefits for both Call Centre operatives and the Call Centre management:
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Covers the Employers’ “Duty of Care” to its employees’ Health and Safety, protecting the major tool of their trade ie their voice -
Reduces absenteeism : One days absence may cost between £100 to £150 for temporary cover plus disruption to customer service
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Improves clarity of spoken English – less repetition, quicker calls, more productivity
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More motivated staff
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Higher levels of Customer Service/Satisfaction
Health and Safety at Work Acts require Employers to make risk assessments of all their activities and to identify and recommend appropriate training and action to reduce risks to meet the Employers’ Duty of Care’.
Advice on ‘Vocal Health’ in the Health and Safety Executive’ ‘Advice regarding Call Centre Practices’ LAC94/2 was provided by the VCN and acknowledged.
A TUC guide to ‘Keeping well at work’ devotes a whole chapter to ‘Taking care of your voice’ which relies on considerable input from the Voice Care Network, which is acknowledged and referenced.
Specific research into the evaluations of individual participants at over 70 workshops delivered by the Voice Care Network over an 18 month period has been undertaken by David Comins, an original founding member of the VCN. This report, amongst other detailed findings, highlighted the increased use of warm up exercises by participants over the subsequent 6 months by those who had attended a voice workshop and a significant reduction in voice symptoms, which would lead to reductions in absenteeism.
The VCN has published ‘A Voice Care Guide for Call Centre Managers’ which is also available in our publications section.
Our voice workshop ‘Safely Speaking’ lasts around 2.5 hours for up to 20 staff at one time, and can be delivered at the Call Centre premises at times to suit shift patterns. Please contact Head Office for further information.