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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 Ameyo.com, 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.

CallCentreHelper.com 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
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Name
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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

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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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