Telemarketing is a tough field. Anyone who has ever worked the phones knows just how difficult the job of a telemarketer can be. It really doesn’t matter what it is you’re selling. Telemarketers are often met with stereotypical responses that indicate disinterest before pitches have even begun. Working in a call centre environment can be a tiring, frustrating experience. This is why, as a call centre manager, you have such an important job.
It’s of primary importance to make sure that your team of phone agents are upbeat, energetic and confident at the beginning of each of their work days. Before you can even consider the quality of your customer service, you need to consider the moods of the people who are working your phones for you. If they’re not in good spirits, the customer service provided by your brand will suffer.
So what can you do to improve customer service at your call centre? Here are three tips:
1. Start with an upbeat morning meeting. Prior to founding MeloTel, our company president, John Meloche was, in fact, an award-winning office manager. One of his keys to success was holding a meeting with his entire team each morning that often had nothing to do with the job. Jokes, anecdotes, stories about the weekend – including these in his meetings set the tone for each of his phone agents to have very positive attitudes throughout their work days.
2. Offer regular feedback. It’s important to note that the ways in which you provide feedback may often be more important than the feedback itself. Allow us to reiterate that working on the phone can be a frustrating enough job as it is without feeling like you’re being criticized for the way you’re doing it. Be sure to highlight the successes your call centre employees have had while on the job.
It will also be necessary to point out areas where they can improve. MeloTel’s Monitor/Whisper Control Panel makes this SO easy to do. You don’t even have to interrupt your agents’ phone calls in order to provide them with the feedback they need to make sales or handle customer complaints. The “Monitor” feature allows you to listen in to a call live and as it happens without being detected.
The “Whisper” feature enables you to subtly drop in on the call and coach your rep live during any stage of the sales process. The best part is that when you “whisper” your suggestions, the prospect or customer on the other line won’t be able to hear you. This feature also allows you to take over the call if it absolutely needs to be escalated. With this service, you’ll vastly improve the customer service in your call centre.
3. Eliminate manual dialing. If you still have your phone agents picking up phone receivers and manually dialing numbers, you’re not exactly promoting high productivity at your business. By today’s standards, it’s an archaic practice to dial a number. MeloTel’s DaFeeder Preview Dialer not only manages campaign dialing with click-of-a-button calling, but it enables your reps to log dispositions and write notes on online accounts. This type of record keeping significantly helps to drive sales and improve customer satisfaction.
For more information about how Monitor/Whisper Control Panel and DaFeeder Preview Dialer can improve customer service at your call centre, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” feature on our website!