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January 27, 2014

5 Keys To Running A Successful Call Centre

Business manager in a call centreNumerous businesses throughout Canada require the use of a telephone to conduct their day-to-day operations. Now, that may seem like a ridiculously silly sentence considering that all businesses need to use phones, don’t they? Well, of course. But some businesses function primarily by employing call centre workers to reach out and communicate with a large number of people on a daily basis.

There are some key factors that help to determine the difference between a functional, productive call centre, and one that simply isn’t getting the job done. Call centre work is, by no means, easy. But it certainly doesn’t have to be all that difficult either. At MeloTel, we have many years of working with call centre businesses. And we know exactly how to help them run like well-oiled machines.

Promote Positive Attitudes. As a call centre manager, it is your job to help your staff start off its day right. Begin each day with an affable morning meeting. Don’t feel that you have to make it strictly-business related. In fact, the lighter it is, the better. Share some jokes. Detail a funny story that took place over the weekend. The key is to put your team members into good moods so they can start their days motivated to work hard.

Provide Feedback. It’s really important to be approachable. That means you want your staff members discussing with you any problems or concerns that they may be having. And while you’ll always want to offer your assistance, be sure to be accepting of assistance as well. In other words, take feedback seriously. Listen to your staff members and take into account what will help them do better jobs each day.

Reward Progress. Call centres provide the perfect environments to drum up friendly competition. Many call centre managers divide their staff up into various teams that compete for weekly prizes. There’s nothing like a desirable incentive to help your team members be that much more productive. The idea that they are “playing a game” also helps for the work atmosphere to be that much more enjoyable.

Provide Proper Training. A good call centre provides its staff members with adequate training so that they may properly communicate the company’s voice. That means that there is a certain attitude that should be heard through the phone that is representative of your brand. If professionalism, friendliness and dependability are important traits of your business, make sure each call centre employee knows how to make those traits shine.

Provide Quality Tools. You can have the best call centre employees in the world. But if they’re using outdated technology, they will only be able to be so productive. In 2014, no call centre employee should have to manually dial a phone number and read a script off of a piece of paper. Such practices are considered “ancient” by today’s standards. Your team and your business deserves better.

Get your call centre using DaFeeder. MeloTel provides this amazing web-based telemarketing software that allows for automatic campaign dialing and account management. It significantly helps your staff to save time and keep accurate notes about each and every call they make. It’s time to rethink how you run your call centre. And MeloTel can help! For more information, call us today at 1-888-MELOTEL.

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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"

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