Handle all calls Confidently and Assertively. To do the same it is very important that you have the complete knowledge about your company and also the service/ product knowledge.
Carry a high level of energy and enthusiasm, whether it is your first call or the last call of the day. Always carry a smile when speaking over the phone as your tone would reflect your attitude and the interest level.
Speak in a tone that is Loud, Slow and Clear.
Tone is loud so that you are audible.
Pace is slow so that the person at the other end is able to understand.
And speak Clearly to make your communication effective.
Must be a good listener as it is the first step to understanding the caller.
Do not sound monotone. You must modulate your voice i.e. bring about up’s and down’s in your voice.