Call centres are busy places, buzzing with energy and a lot of enthusiasm. The best ones are, anyway. Call centre managers who have great handles on boosting the morale of their phone agents enjoy high sales numbers and excellent rates of customer satisfaction. Yes, pleasing your customers begins with pleasing your employees. But, as all call centre managers know, there are numerous ways to step up productivity.
Here are three:
Who says that training should only occur during the first week or two of an individual’s employment? To constantly keep your phone agents on their toes, it’s wise to allow them to learn from your most productive associates. Give each of your reps some time off the phone to “buddy up” with a successful member of your staff so that they can bear witness to some top-notch sales techniques and customer service practices.
There’s never anything wrong with a little competition – especially in the call centre environment. Call centre managers have achieved great results when they split their staff members up into different teams and pit them against each other in efforts to win prizes based on performance. Not only does the creation of teams promote a fun working environment, but it inspires everyone in the office to perform at their bests.
Your phone agents need to hear when they are doing well. We’re talking about the simple act of providing praise where it is due. People react well to positive reinforcements. However, it’s also necessary to pinpoint areas of concern so that they can be remedied. Monitor your staff members and provide feedback to help them when they’ve made mistakes.
We’re proud to offer a number of services that have proven to work wonders in boosting call centre productivity. Numerous call centre managers throughout North America have come to discover that our Monitor/Whisper Control Panel is the perfect tool for providing phone agents with much-needed feedback.
The “monitor” portion allows you to listen to phone calls undetected. The days when you were required to record phone calls before being able to monitor them are over! The “whisper” portion allows you to subtly drop in to the phone calls so that you can coach your agents live. You may do so without having the other parties on the lines hear you. However, if you wish, you can also “barge in” to the calls to take them over and immediately assist with any pressing problems.
MeloTel is also the proud provider of DaFeeder Preview Dialer. This one-click dialer and online filing system greatly assists call centre reps with their ability to manage campaign dialing and dispositions. The web-based service has helped call centres to rethink how they manage their telemarketing, customer acquisition and political survey strategies. With a feature-rich set of processes that enhances effectiveness, drives sales, improves customer satisfaction and provides insight into performance, DaFeeder Preview Dialer is a call centre must-have!
For more information about these productivity-boosting services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!