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 TailorTrain.com, “If need be, provide additional training to address specific issues and the agent’s needs while reinforcing what the agent is doing right.”
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,” TailorTrain.com advises, “Constantly provide coaching as well as support to ensure the agents grab every opportunity to improve their performance.”
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!