Your call centre employees have hard jobs. Each day, they’re required to get on the phones and make cold calls – or accept incoming calls – and speak to people they’ve never met before. However, their jobs entail that they speak to their leads and customers almost as if they were best friends. Tone, inflection and wording are all huge. Putting forth an equal combination of friendliness and professionalism is of major importance to any call centre worker.
How can you ensure your phone agents are performing at their best? Here are four ideas:
1. Start each day with a fun morning meeting. If you want your phone agents to sound happy and energetic on the phone, you’d better inject some energy into them right as the day starts. Your morning meetings should certainly include objectives for the day that include sales targets and call volume numbers. However, the meetings should also be light and enjoyable. It’s your job to provide your team with the motivation they need to be as productive as possible.
2. Have your phone agents monitor each other. This is usually a training tactic used for new hires. Have them monitor another employee so they can get an understanding of how to do the job. That’s the general point, is it not? But, who says this practice should be exclusive to new hires? Give your phone agents opportunities to monitor their peers so that they can share ideas for best practices and pass along helpful advice when necessary.
3. Have your phone agents listen to their own calls. It’s truly difficult to know what you sound like when you’re on the phone. That is, of course, until you actually hear yourself on the phone. Allowing your phone agents to listen to recordings of their own calls gives them opportunities to adjust and rethink some of their practices. By monitoring themselves, they will be able to better recall the changes they need to make in order to improve their performances.
4. Provide ample feedback. Earlier, we mentioned that call centre employees have hard jobs. And that includes your job too! As demanding as the phone agent position is, your role as a call centre manager requires a lot of you. Naturally, it’s your responsibility to oversee the performances of a large group of people. It’s also your job to provide feedback to each and every member of your team.
Your feedback includes positive reinforcements. Never shy away from offering a “job well done” to an associate who has met and exceeded expectations. Public acknowledgements, in fact, will help to encourage both the honoured associate and his/her co-workers to work that much harder. As well, your feedback will obviously include some constructive criticism. Knowing how to communicate your concerns without deflating one’s confidence is of paramount importance.
At MeloTel, we offer the fantastic Monitor/Whisper Control Panel. It has proven to be a revolutionary tool in the world of call monitoring. The “monitor” portion of the service enables you to listen in to the phone calls your agents are on live and as they happen. The “whisper” component allows you to subtly provide information to your phone rep without the party on the other line hearing you.
That way, you’re able to offer feedback that can improve performance on the spot! If the calls need to be accelerated, the Monitor/Whisper Control Panel also allows you to “barge in” on the calls to take them over. This speeds up the process of having to get a supervisor on the phone. All in all, the service greatly assists call centres in improving both phone agent productivity and overall customer satisfaction!
For more information about Monitor/Whisper Control Panel, 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"