Good communication is the key to strong relationships. This is not only something that applies to romantic bonds (although it’s appropriate considering that Valentine’s Day is on the way), it applies to all types of relationships – both personal and professional. Consider the ways in which you communicate with the members of your work force. Do you consider yourself to be approachable?
The answer to this question is often enough to help determine what your company needs to become more successful. If your employees feel that you are standoffish, too busy or uninterested in having discussions with them, they will not likely be interested in approaching you. This will only lead to breakdowns within the business, high employee turnover and a lack of overall growth.
If your employees feel comfortable coming to you, you will enjoy vast amounts of feedback about the ways in which your company is pleasing (or displeasing) its customers. Naturally, this feedback will enable you to implement changes that are bound to improve customer satisfaction and boost overall sales to benefit your bottom line.
Communication is a two-way street. Naturally, it’s important for you to be comfortable speaking to the members of your team. This can sometimes be difficult, especially when particular members are not performing at levels that you deem necessary. You may not want to hurt feelings – and we’re not suggesting you attempt to – but it’s important that you address issues that can pose detriments to your business.
Giving constructive criticism is an integral part of business growth. It serves to improve the performances of the people who work for you so that your company can enjoy a greater overall success rate. Angry, misinformed customers will not help your brand to develop. If you’re not helping your employees to correct their mistakes, it will reflect in the opinions the members of your customer base have of your company.
Step #1. It’s important to identify the specific issues had by each of your employees. Obviously, not every worker is going to have the same opportunities for improvement. To identify problems, it’s important that you monitor the work of each employee. This is of vital importance in the call centre environment. Monitoring calls is a key part of any call centre’s success.
Step #2. It’s integral that you explain how the issue had by your employee negatively impacts the business. You don’t want to come off as being critical for no good reason. Explain the particular actions your employee has taken that have resulted in outcomes that could have been avoided.
Step #3. Offer a solution. It’s not enough to point out a person’s mistakes. Clearly, there must be advice given during your feedback sessions. Offering help is one of the most important parts of your job as a business owner or manager. At MeloTel, we’re very glad that we offer call centre business owners and managers the perfect solution to providing immediate feedback!
It’s known as Monitor/Whisper Control Panel. It’s a feature that allows you to listen to calls live and as they happen from your own workstation. It even allows you to whisper information to your reps while they are on their calls, helping them immediately! For more information, 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"
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“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"
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“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"