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October 12, 2018

Bettering The Phone Agent Experience In Your Call Centre

Call centres all over North America employ some of the hardest workers in the continent. As we’ve pointed out in many past blogs, call centre phone agents have incredibly hard jobs. Many are required to make north of a hundred calls per day! That’s a lot of different phone calls with a lot of different personalities. On many of their calls, they will be embroiled in difficult conversations that require the overcoming of numerous objections.

The most productive call centres are the ones with the most charismatic and endearing managers. These individuals allow for open communication between themselves and their employees. As a result, reps feel free to express their grievances, request feedback and better their performances based on the advice they’re given.

What else can you do to better the phone agent experience in your call centre?

Be a hands-on manager.

Don’t wait for your reps to come to you. Go to your reps. Make sure they each know that you’re there for them. Ask questions, inquire about their days and communicate your appreciation for their efforts. When managers take the hands-off approach, it makes phone agents feel as if their contributions don’t matter. It breeds slacking off and overall poor performances.

On MyCustomer.com, Abhishek Jain advocates for managers to be hands on. “It is important for the team morale and productivity that the managers lead by an example,” he writes, “For example, ensuring that your managers are all set and prepared to jump on calls helping out with any peaks or surges in call volumes. This could help in building the team spirit which is a major key for the long-term productivity of a call centre.”

Inspire friendly competitiveness.

With both the NHL and NBA regular seasons and the MLB postseason starting this month, it’s an excellent time of year to introduce game play in your call centre. To be specific, set up teams within your team and create standings that reflect the performances of each group. Be sure to offer weekly and monthly incentives to the best performers. Friendly competition is a great way to both create an energetic and joyous work atmosphere and boost productivity.

“Competition with co-workers is considered to be a natural incentive in order to motivate your call agents and boosting up their activities,” says Jain, “Having a healthy competition would give the agents a level of playing field, rewarding those who do well and support those who might need it.”

Allow for remote work.

Are you set up with a phone system that enables your employees to take calls when they’re outside of your office? According to Rieva Lesonsky on Nextiva.com, allowing flex time and remote work “will go a long way toward improving employee satisfaction. With the right call centre technology, you can set up teams of mobile, remote or virtual agents anywhere in the world, and let them log into the system wherever they are.”

At MeloTel, we’re proud to offer the right call centre technology! Contact us today to learn about how our cloud-hosted Commercial Phone Services can help to better the phone agent experience in your call centre. Please don’t hesitate to call us at 1-888-MELOTEL or use the Live Chat feature on our website!

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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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