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June 18, 2019

Happy Phone Agents Make The Best Customer Service Providers

Are you still feeling the joy that sparked from the Toronto Raptors winning their first-ever NBA Championship last Thursday? If you’re a Canadian sports fan, chances are the smile hasn’t yet left your face. This is especially true if you were in Toronto yesterday morning.

The Toronto Raptors held their Championship Parade in downtown Toronto and drew crowds the likes the city has never seen. It was an incredible event capped off by a huge rally at Nathan Phillips Square. But, now that the dust has settled, there’s no reason for the good-natured energy inspired by the Raptors to end. And, if you work in a call centre, you know how important it is to be upbeat every day.

High employee morale is a key to a successful call centre business.

As we’ve pointed out in numerous blogs before, phone agents have tough tasks each and every day. Many take upwards of 100 calls or more with every shift. Therefore, being pleasant, friendly and energetic all the time can be difficult. As a call centre manager, it’s your job to ensure your phone agents are always in good spirits.

As Answer365.ca affirms, bad moods can mean bad customer service. “You know the expression, ‘check your problems at the door’?” asks the website, “When it comes to providing great customer service, it’s crucial that your employees check their problems at the door. Few things are more of a warning sign to customers than a representative of your company’s bad mood spilling out into bad service.”

Empathy is everything.

When your call centre phone agents enjoy working for your company, it will reflect in the way they handle irate customers. Not every caller is bound to be in a good mood. So it’s important for your team members to be able to show empathy to customers who are upset. Getting into an argument is certainly no way to generate customer satisfaction.

As CallCentreHelper.com advises, when dealing with a caller who is shouting, try saying, “’I can solve this problem for you, but only if we can discuss it calmly.’…Another way to calm down an angry customer is by using empathy to avoid fanning the fire.”

It’s important for phone agents to take pride in their work.

If you have employees who simply show up each day to collect pay cheques, you’re bound to have some disgruntled workers on your team. It’s vital to your company’s success that its team members care about their performances. Be sure to have feedback sessions that encourage your employees to express their concerns if they have any. And, by all means, make sure to address those concerns.

As CallCentreHelper.com makes clear, you don’t want the type of phone agents who are unwilling to provide optimum customer service when they’re about to end their shifts or go on break. “Ideally, the last caller of an agent’s shift should get the same service as the first, even if it makes the agent late home,” says the site, “Sadly, that’s just the way of the job.”

If you’re really looking to make your feedback sessions productive, take advantage of MeloTel’s Monitor/Whisper Control Panel. It allows you go undetected while you listen to calls live. You’re also able to provide immediate feedback to your agents without callers hearing you! For information, 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 VXCO.net 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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