Let’s be honest. A phone agent’s day consists of monotonous work. In many cases, call centre workers take more than a hundred calls a day. The job requires a lot of patience and dedication to providing stellar customer service for hours on end. In order for your phone agents to make your customers happy, you must take steps to making your phone agents happy.
Here are three keys to running a call centre with happy phone agents:
You know that monotony we just spoke of? What could be a better way to break it up than to have special events at your place of business strictly for the purpose of making your company a much more exciting place to work? Your parties don’t have to last all day long, of course. Perhaps, you could host special lunches every other week or have a monthly after-work get together at a local pub or restaurant. Making it exciting to work for you can pay dividends.
“Host events for your office once every month or two,” suggests Shauna Geraghty on TalkDesk.com, “Maybe this means a quick happy hour after work or maybe it means hosting a full-blown event on less of a regular basis. Events give call center employees something to look forward to and help break up the day-to-day schedule. This makes time fly and puts a smile on everyone’s faces.”
Most consumers appreciate familiarity. They enjoy having the ability to call up a business to speak to the same person they spoke to the last time they called. That way, customers aren’t forced to “start from scratch”, repeating the same old information they provided before. Giving your call centre employees the freedom to make direct connections with your clients vastly improves customer satisfaction. Naturally, it improves employee satisfaction as well.
“The best way to deal with your customer would be to assign a particular representative for them,” believes B. Lyttle on ThatBookkeeper.com, “This way the representative would be well acquainted with the customer’s problem and will be able to help them out quickly, instead of trying to get all the information about previous issues.”
Providing feedback has multiple benefits. First, it opens the lines of communication between you and your team members, making it easier for them to approach you with any concerns. This is integral for a positive work environment. Secondly, it strengthens the performances of your agents when they are regularly given helpful tips and advice. Thirdly, it will give you greater insight into what your employees need in order to perform at their best.
“Feedback is an essential part of any managerial position,” insists Lyttle, “But feedback isn’t only about criticism. It’s also about giving a pat on the back. If you are going to critique, you should always begin with a compliment as it makes the recipient more apt to absorb the suggestions for improvement.”
With our Monitor/Whisper Control Panel, you can “monitor” phone calls live while staying undetected. You also have the ability to drop in to the calls to “whisper” suggestions that will help your phone agents. For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"