In many cases, poor customer service is defined by how long a person has to wait when he/she calls a company. “I was literally waiting for someone to pick up for about a half an hour,” we often heard our colleagues say, “Over and over again, I hear this message saying ‘thank you for continuing to hold, your call is important to us’. If the call was really that important, they’d answer it, wouldn’t they?”
We understand if your company can’t necessarily get to every single call right away. However, if it takes several minutes to provide service to a caller, it’s a sign that some changes need to be made to your customer service protocol. Could your company be in need of a call centre? Putting several talented phone agents to work for you may mean the difference between gaining a sterling reputation as a great customer service provider and losing customers by the droves.
What type of business do you own? As Martin describes on Cleverism.com, there are numerous types of organizations that benefit from using call centres. “Mail-order catalog companies, telemarketing firms, computer hardware, and software help desks, and mobile money financial service providers are some examples of companies that rely heavily on call centres,” he writes.
Who should you hire to work in your call centre? A huge part of providing customer service over the phone is having a friendly countenance. It’s a mix of tone, inflection and genuine interest in what callers have to say. Starting up a call centre allows you to have more people working the phones to provide service to your customers. But you can’t just put anyone on the phones!
On HubSpot.com, Neha Saboo reminds us that call centers act as a fundamental component of customer service. Phone agents are often the primary means of communication between a business and its customers. “To work in a call centre, you’ll need to be motivated by customer success,” she insists, “Call centre agents are tenacious problem-solvers who are committed to enhancing customers’ experience with a company or brand.”
If you own and/or operate a call centre business, MeloTel’s Monitor/Whisper Control Panel is practically a must-have. Gone are the days when you had to sit beside each of your phone agents in order to hear how they sounded during their calls. Today, this incredible service allows you to sit at your own desk and listen in to your agents’ calls without being detected.
The “monitor” portion of the service lets you tap into real-time conversations as they happen. The “whisper” portion of the service lets you subtly drop in to the phone calls so that you can coach your agents at any stage of the sales process. It gives supervisors the power to whisper suggestions without the caller or client hearing anything. If necessary, you can also jump into the conversation to provide your rep with assistance.
For more information about Monitor/Whisper Control Panel, 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"
“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"
“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"
“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"
“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"
“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"