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June 14, 2018

Giving Your Phone Agents The Tools They Need To Succeed

In our last blog, we revisited the all-important topic of making your call centre a better place to work. More specifically, we focused on the various ways you can help ease the pressure that comes with the job of being a phone agent. When you’re able to effectively communicate with your staff members, allow them moments of stress relief throughout each day and offer them regular feedback, you’ll be helping to make happy employees who generate greater production.

The importance of providing regular feedback cannot be understated. As we pointed out in our last blog, it’s considered the most important step in the process of improving staff performance in a call centre. “Be sure to carry out regular evaluations of each agent’s calls and provide feedback in a timely manner,” advises, “If need be, provide additional training to address specific issues and the agent’s needs while reinforcing what the agent is doing right.”

Monitoring performances leads to improvements.

It’s kind of common sense, isn’t it? When you provide your staff members with feedback based on their performances, you help them to learn from their mistakes so they can better their approaches to customer interactions on future calls. With MeloTel’s Monitor/Whisper Control Panel, call centre managers are able to monitor performances with ease. The feature allows you to listen to calls live and as they happen, and during those calls, you can whisper feedback.

This immediate form of assistance helps to better customer satisfaction. Often, when customers have to wait for future calls to provide resolutions to problems, they lose patience. These days, consumers know they have options and aren’t usually willing to wait for one company to address their concerns when another company can do so right away.

It’s important to monitor your phone agents to help make your company known for its ability to provide immediate resolutions. “Recognize the areas where you find improvement and praise (your phone agents) for the incremental improvement,” advises, “Constantly provide coaching as well as support to ensure the agents grab every opportunity to improve their performance.”

Make calling customers a breeze.

To help your phone agents to succeed, it’s important that they are equipped with the technological advances of today that makes calling leads easier. Gone are the days when call centre reps were forced to manually dial their leads by reading their phone numbers off of sheets of paper. Today, one-touch dialing is the norm!

At MeloTel, we proudly offer DaFeeder Preview Dialer which is a very easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions. DaFeeder Preview Dialer has completely revolutionized the ways in which web-based technology helps small and medium sized businesses manage their telemarketing, customer acquisition and political survey strategies.

The service delivers a feature-rich set of processes that is known for enhancing effectiveness, driving sales, improving customer satisfaction and providing insight into performance. For information about DaFeeder Preview Dialer, please don’t hesitate to contact 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
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 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"

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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