In our last blog, we revisited the concept of boosting call centre production and offered up some effective ways to do just that. In today’s blog, we’d like to pick up where we left off and continue our list of production-boosting ideas.
It’s hard to get call centre phone agents to take call after call without them taking mini-breaks in between. It’s only fair they get breathers. However, such idle time can sometimes drag on for a little too long. It’s important to be on top of this so as to not have too much time in your call centre wasted. As Rachel Saltsgaver on ICMI.com, call centre agents spend approximately 25% of their time idle.
“This paid downtime, when agents are not interacting with customers, is detrimental to contact center quality and productivity,” she notes, “Of course, some idle time is necessary in order to prevent agent burnout. However, contact centre leaders should view high rates of idle time as an indicator of inefficient operations.”
Even if your call centre isn’t rife with sports fans, it’s hard to find people who don’t get motivated by a little friendly competition. It’s important to reward your top producers while also working to encourage others to improve upon their performances. By setting up in-office standings, not unlike those in professional sports, you’ll be able to show the entire team how everyone is performing. Make it fun by introducing mini-games that elicit boosts in production.
“On a regular basis, a leaderboard can be used positively to encourage and acknowledge the efforts and success of agents,” says digital marketing specialist, Jade Longelin on Playvox.com, “The top performing agents can be rewarded based on how many points they’ve earned…Make a point of congratulating staff who have improved their position on the leaderboard can serve as a great morale booster and push the rest of your team to do better next time around.”
Be approachable. Let your team members know that your door is always open to them if they have questions. Offering your assistance on a regular basis is a key way to improve performances and maximize productivity at your call centre business. As Saltsgaver affirms, coaching is an effective way to teach new techniques and provide regular feedback to agents – all with the goal of improving call centre performance and quality.
“Once agents have learned important skills or pieces of knowledge, it’s easy to let those ideas get stagnant over time,” she notes, “Coaching sessions are a great way to refresh and develop employees or address glaring performance issues. Record agent interactions to use during coaching sessions to highlight areas and skills that can be improved—and applaud agents for superior examples of service.”
MeloTel’s innovative Monitor/Whisper Control Panel is practically a must-have feedback tool. The service allows you to both monitor your phone agents and whisper helpful information to them. The “monitor” feature lets you listen to the phone calls of your phone agents live and without being detected. The “whisper” features allows you to subtly drop in and coach agents on live calls at any stage of the sales process.
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"
“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"