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June 8, 2018

Being A Good Communicator Makes The Jobs Of Your Phone Agents Easier

If you run a call centre business, you have many different tasks to tend to each day. Not only is it your job to find ways to market and promote your business, but you have numerous employees to manage. As a call centre manager, you have to consider both the emotional well-being and the talent of the people you hire to work the phones.

Working the phone can be tough. But there are some things you can do so that the jobs of your call centre employees are made easier. It’s all about being an excellent communicator!

Be approachable and open to feedback.

Not only should you do your part to speak with your employees about what you expect of them, you should encourage them to come to you with their questions. Few things hamper productivity more than a manager or boss who is unapproachable. It’s important that you make your staff members feel comfortable. Let them know that you are ready and willing to hear their concerns at any time.

On, Francis Cyriac explains that opening the lines of communication between you and your phone agents will give you great insight on how to better service your customers. “Agents can tell you what’s important to your customers, and how your competitors are performing,” he writes, “They are able to provide you with a multitude of ideas on how to improve processes and practices to serve customers better.”

Set up regular one-on-one meetings.

It will give your phone agents some peace of mind knowing that you’ll always have time for them. Naturally, there will be plenty of moments when you’re busy. But giving your team members regularly scheduled feedback sessions will greatly help with their ability to improve. Time to ask questions, receive tips and listen back to calls will work wonders for each of your reps. also recommends that you hold a 15-minute end-of-day discussion that all managers can join in on. The objective is to “discuss the successes and failures of the day and use the combined weight of experience to help those who are delivering results below the norm.”

Provide regular training.

“Apart from routine training and coaching practices, successful contact center managers work with agents to review issues that arise during a particular call,” Cyriac reminds us, “This allows agents to review complicated or confusing issues and prevent them from reoccurring.” At MeloTel, we’re big proponents for offering call centre reps feedback on their calls. It goes without saying that offering help in call centre environments is wise.

With our innovative Monitor/Whisper Control Panel, you can provide feedback in ways that were once unheard of. With this incredible feature, you can listen in to calls live and as they happen and remain undetected. You can also subtly drop-in and coach agents on their live calls at any stage of the sales process, still undetected by the other parties on the line.

In addition to being able to both “monitor” the calls and “whisper” information to your reps, Monitor/Whisper Control Panel enables you to “barge-in” to immediately assist and resolve any pending issues they may be unable to fulfill. For more information about this call centre must-have, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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Danielle Cameron
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