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March 24, 2014

6 Key Ingredients To A Successful Call Centre

Depositphotos_25723807_xsRunning a call centre isn’t easy. And it’s certainly doesn’t get any easier when you’re without the tools necessary to run a call centre in a way that can help your company generate money. Clearly, you want friendly and knowledgeable employees to work your phones. Often, it’s the inflections in a person’s voice that can make him or her successful as a call centre employee.

But your company’s mission statement also needs to be fully realized and supported by your staff. If you hire individuals who believe in your product or service, you will be a lot more likely to sell that product or service. How else will your customers believe in it if your own company representatives do not? It’s also crucial to be using the right equipment. But we’ll get to that shortly. Let’s discuss a few key ingredients to a successful call centre.

Flexible Schedules. Let’s be honest. Call centre employees have hard jobs. Being on the phone for the majority of a work shift is no easy feat. Speaking to people from all over the country and being hung up on more often than not can certainly take its toll on your employees. When you offer flexible working hours, you are making their lives a lot less hectic. This will make them a lot more likely to be productive when on the job.

Minimized Overtime. As mentioned, a call centre employee’s job is tough. Keeping them at work longer than they expect is a stress-inducing situation that will only lead to higher turnover rates. Let your team members know that they are valued – as both your employees and as people. If you care about their personal needs, they will care a whole lot more about your company’s needs.

Incentives & Bonuses. Call centre environments are very often competition-based. Friendly competition should be encouraged so that your staff members are constantly encouraged to achieve greater accomplishments. Offering certain incentives and bonuses – be they monetary-based or otherwise – is a great way to boost morale and inspire competition that generates greater productivity.

Encouraged Feedback. Your employees deserve to be heard. They are the people who are on the front lines. They make first contact with your potential clients and would-be buyers. If they have opinions as to the ways in which you are communicating your brand messaging, be sure to listen to them. Chances are they know what they are talking about as they get direct feedback from customers. Be sure to listen to their feedback.

Regular Training. Your company is always changing. As well, the products and services that you are offering are likely evolving as time passes on. Be sure to keep your call centre representatives in the loop about all changes. As part of your regular training, be sure to highlight their strengths while assisting them with opportunities to improve in certain areas.

DaFeeder Preview Dialer. In 2014, no call centre is truly complete without this incredible web-based dialing system. Gone are the days of manual dialing and lead sheets on paper. Not only is that practice are archaic, but it can also be counterproductive. DaFeeder is a technology that allows you to manage your telemarketing campaigns while providing automated dialing features. It is known to improve customer satisfaction while helping your team perform at its best!

Call MeloTel at 1-888-MELOTEL for more information or to get your call centre set up with DaFeeder Preview Dialer today!

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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
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 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"

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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