Knowledge Center Article

How to Maintain a Strong Sense of Speech When Working in a Call Center

By Maigne Cantos / 24 August 2017

What are the best practices for maintaining a strong sense of speech when working in a call center?

  1. Breathe through your diaphragm
  2. Pace yourself properly
  3. Watch your pitch
  4. Recite some tongue twisters
  5. Avoid using slang on the phone
  6. Review the English subject


Indeed, the BPO industry entails a massive amount of responsibility for all agents to uphold. Simply put, numerous call center services in the Philippines aim for the same goal: to provide topnotch, quality assistance over the phone and cater to numerous clientele around the world.

However, with that amount of responsibility they have, how long enough can they be capable of upholding them? In the world of linguistics, a strong command of language is needed, both in oral and written terms. In the case of BPO, every study of linguistics, may it be the phonetics, phonology, morphology, or semantics of every word, is all applied here and given emphasis. With that said, there’s no doubt that maintaining a strong sense of speech is one of the most important factors one should possess.

Working for the BPO industry can open a lot of opportunities for you while, at the same time, can also take some toll on you. Besides the numerous accounts for you to handle, there’s also the concept of shifting schedules. Either way, being in direct contact with your clients is always an important responsibility to uphold on your end. But you have to ask yourself this question: how can you maintain a strong sense of speech for a long period of time?

If you’re looking for enlightenment on this concern, then look no further. Here are some of the best practice to try if you want to keep your command of the English language (or any language you speak):




You may have heard that this particular practice is especially beneficial to singers; while that may be true, this is also just as effective for speaking in general. Think about it: if you can sing, then you definitely possess a strong command of the language you sing in. In this case, since you’ll be catering to numerous clients for the duration of your shift, it’s important to know how to regulate your breathing, so you don’t run out of air.

As much as possible, try to practice breathing through your diaphragm. By doing so, you will be able to sustain your vocal performance whilst on the job.


Pace Yourself

While we’re on the subject of ‘speaking,’ it’s always important to know the right speed to use while talking. This is because with proper pacing, not only will your customers be able to understand you, but you will also be able to maintain a steady stream of communication with anyone you talk to.

Another thing that makes this practice effective is that as you practice proper pacing when speaking, you’ll be able to avoid awkward phrasing that could happen when you are talking too quickly.


Watch Your Pitch

Your pitch is what helps you find your tone of voice when speaking. Speak too high and your voice can give out before you even finish your shift; speak too low and people might not hear or understand you.

If possible, try to find your perfect pitch. Listen to yourself when you speak and make the necessary adjustments to your voice and sentence structure to ensure smooth speaking transitions for yourself.


Practice Reciting Tongue Twisters

 “A peck of pickled peppers Peter Piper picked. If Peter Piper picked a peck of pickled peppers, where’s the peck of pickled peppers Peter Piper picked?”

You may have heard that popular tongue twister numerous times in your lifetime. While they may be witty and hard to recite at times, you’d be surprised at how much you can benefit from these sayings. Not only will you be able to practice your diction and phonetics, but you’ll also get a better handle in speaking complex words and sentences.

Also, tongue twisters help in strengthening your vocal and oral muscles to ensure communication for long periods of time, as well as a great mode of comprehension. Truly, a great warm-up for the BPO industry.


Avoid Using Slangs

Conversational English has changed in terms of sound and verbalization. In short, various ‘slang’ words have made it into the spotlight. As much as possible, do your best to avoid using slang while on the phone with a customer. The BPO industry requires a consistent and formal approach to communication and it’s up to you, as the agent, to keep it that way.


Review Your English Lessons

Review Your English Lessons

As you may have realized from your schooling days, the English language (or any form of language in general) is wide and diverse throughout numerous scopes. If you have the time and the chance, review everything you have learned with regards to the language.

Also, it never hurts to study complex words and their meanings. You’d be surprised on how long you can keep it up with a simple refreshment of memory.


Key Takeaway

Keeping a steady stream of communication is very much essential in the BPO line of work. With these tips, not only will you maintain a strong command of speech, but you’ll also gain an even stronger and prolonged command of it.

Key Contact
John Maczynski


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