Loud Voice!!!!!!

[Valerie Heimerich]

I have an employee who speaks in a very loud voice. She does not seem to have hearing problems, she is just a larger woman who speaks very loudly.

In the cubicle set up of the call center her volume is very distracting to others, and can be overheard by customers who are talking to other agents. We've given her various reminders, but it hasn't helped. Short of shipping her to a cubicle in Siberia (we could probably still hear her from there!), are there any other things we could try?

[Doberman]

I have faced the same problem with one of my agents. All his colleagues have talked to him but it didn't get any better. If your lady is not doing this on purpose then try the following, it worked with me and everybody was amazed by the result.
Repeated role plays with his colleagues through the phone, they call him as customers and this should be taken serious from both sides. So he gets to talk to a satisfied customer - angry customer - nagging customer almost all types customers one can face. Now the trick is, every time his voice goes loud, the other party hangs up the phone so he knows he did something wrong. In a matter of two weeks I was so satisfied wih the result of this.

[Valerie Heimerich]

Thanks for the suggestion - I'll give it a try!

One question...did the employee know what you were doing and/or why?

[Doberman]

Yes he did, and I informed him that whenever the call is disconnected by his colleagues then he did something wrong (loud voice) in that guy's case. I do this to other agents as well but for different type of problems.