https://melotel.com/wp-content/uploads/2020/05/inner-banner2.png
The Most Reliable & Trusted
VOIP Service Provider
in Canada
July 12, 2019

3 More Keys To Call Centre Success

In our last blog, we revisited the topic of call centre success by highlighting some of the signs of an awesome call centre. In today’s blog, we’d like to continue with that theme by pointing out some more of the keys to call centre success.

Here are three:

1. A focus on friendliness.

Let’s K.I.S.S. Keep it simple stupid! (Okay, you’re not stupid, we apologize!) But when it comes to providing customer service, it should be a no-brainer to always use a pleasant and friendly tone. The voices your customers hear when they contact your call centre should always sound like they belong to people who are smiling. As Shauna Geraghty makes clear on Talkdesk.com, your phone agents are the frontline of your company.

“Make sure they are projecting a warm and friendly image and your customers will rave about their experience,” she advises, “Agents should be able to consistently maintain a positive demeanor and keep a smile on their face day in and day out. When hiring, make sure that your agents can go the distance with a friendly attitude. Once you have hired your team, make sure you cultivate a culture that encourages friendliness and discourages burnout.”

2. Problem resolution during the first call.

Today’s consumers want help – and they want it now! If they don’t get their problems resolved during their first calls with your company, you won’t have to worry about them calling back – they’ll be calling elsewhere. On Jacada.com, Dylon Mills explains the first-call resolution (FCR) is one of the most important metrics for call centre success.

“FCR calculates the percentage of incoming customer calls that are completely ‘resolved’ on the first attempt,” he explains, “The challenge is accurately tracking whether a particular customer has actually received a resolution they are satisfied with, and will not need to call back. Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction.”

3. Seamless call transfers.

Your staff members have to always appear that they know what they’re doing. This doesn’t necessarily mean they have the answers to every question asked of them. It does mean, however, that they are fully capable of getting the answers their customers need. Being able to seamlessly transfer calls from one agent to the next will help to keep call times low and customer satisfaction high.

“Call center agents should know when they can’t resolve the issue and who to transfer the call to if this is the case,” notes Geraghty, “As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease.”

Call transfers make up just one of the many features that automatically come along with MeloTel’s cloud-hosted Commercial Phone Services. The others include, but are not limited to, Voicemail to your Email, Call Conferencing, Custom Hold Music, Incoming Call Routing, Call Waiting and Caller ID.

Please don’t hesitate to contact us to learn all about how our VoIP-based phone services can help to improve your call centre’s success. Simply give us a call at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Name
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“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"

Heidi Kaufmann (Manager )TK Enterprises

“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"

Charles Murray (CEO)Benjamin Verde

“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"

Rashalee Green (VP of Operations)Synergy Marketing

“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"

Fouad Shuhaiber (CEO)National Projects

“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"

Name (title)Skinjectables

“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"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“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"

Wayne Goldstein (CEO)Global Mentoring Solutions

“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"

Request Information

Connect With Us

Back