If you own and/or operate a call centre business, you know better than anyone just how hard it can be to keep employee morale high. Unfortunately for you, call centres are known for their high turnover rates. Phone agents tend to get burnt out and frustrated with the amount of irate customers they have to contend with on a daily basis. But, this doesn’t have to be the case at your call centre.
In our last blog, we discussed the art of boosting call centre employee morale. Here are three more ways to help your phone agents have better days:
Teamwork makes the dream work. Yes, the rhyming phrase has recently become a cliché. But it doesn’t make it any less true. Recruitment experts regularly herald the importance of company culture. The more your employees like working with each other, the more energetic and productive they are bound to be. Encourage your phone agents to be each other’s mentors. It will inspire them all to have winning attitudes.
“Fostering a team mentality creates a ‘you matter’ culture that shares success and failure,” writes Shawndra Tobias of Etech, “Ordinarily, workers invest more energy in the workplace than even at home, so it just bodes well to make an ideal work involvement. Being heard, respected and prepared for success will inspire agents and enable them to address each customer’s need and act as a true brand ambassador.”
There might not be a better way to show your employees how much you value them than to simply listen to them. Showing that you’ve listened is demonstrated by the changes you make based on the feedback you receive. It could be as simple turning the heat up a couple of degrees because you’ve been told the office is too cold. It could also mean introducing a new policy based on the advice you’ve gotten from a worker.
“One thing is for sure: listening to your call centre agents is your golden ticket to good team morale,” insists Dóra Rapcsák of VCC Live, “Therefore, make sure you often ask your agents in your team how they feel, both inside and outside the workplace. And once you receive feedback from them, make sure to take action on it. This contributes to a healthy and open workplace your agents will want to stay at for the long term.”
“Easy to use, integrated tools that flawlessly fit into an agent’s job enables them to concentrate on giving an ideal customer experience,” notes Tobias, “Rather than mishandling different platforms to get to get information or utilizing defective software, your agents can work proficiently and efficiently when they have the best instruments readily available.”
At MeloTel, we couldn’t agree more! This is why we’re so proud of our innovative DaFeeder Preview Dialer. It makes life so much easier for call centre agents as it is a web-based technology that enables one-touch dialing and the management of online client files. For more information, please don’t hesitate to call 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"