There isn’t a call centre business owner or manager alive who doesn’t want to see his/her business constantly securing growing sales numbers. On a weekly basis, these hard-working individuals take a look at the accomplishments of their centres and try to come up with ways to better them the following week. It’s a continuous cycle. It’s one that many call centre business owners thrive on. And, in some cases, it drives them a bit crazy!
Running a call centre that increases its productivity on a regular basis doesn’t have to be that difficult. In fact, there are some tried-and-true techniques that can turn your call centre business from a not-doing-so-bad entity to a highly successful powerhouse!
This sounds like the ultimate no-no, doesn’t it? Most people consider socializing the very antithesis of productivity. However, a call centre environment that is comprised of workers who truly enjoy being at work is one that will be home to many success stories. MeloTel Founder and CEO, John Meloche has long been a proponent for the upbeat morning meeting. Not only does it serve to boost employee morale at the start of each day, but it gives co-workers an opportunity to get to know each other better.
“Socializing, in general, helps coworkers better collaborate and sets the tone for a friendlier workplace,” believes Jade Longelin of Playvox, “By carving out the time to let employees socialize, they’ll get the chance to exchange tips and tricks and gain greater insights.”
Training doesn’t have to begin and end during an agent’s first week on the job. There’s always room to grow and there’s always more to learn. Keep your entire team on its collective toes by providing regular training sessions. Give your team members opportunities to share their own tips and tricks in order to better the performances of everyone on your staff.
“By establishing a continuous training schedule, you can rest assured that each agent will receive the appropriate training at the right time,” says SpiceCSM, “When each session is focused on new customer service skills, best practice procedure, or specific problems that arise in the contact center, the entire operation will quickly become more competent and knowledgeable.”
Once upon a time, call centre managers had to wait until calls were recorded in order to listen back to them. Not anymore. As SpiceCSM informs us, live call monitoring and coaching is incredibly useful, especially for new and inexperienced agents.
“Having a supervisor or higher level agent listen in to live calls gives agents the sense of a safety net,” says their site, “If the agent begins to falter or needs help, the supervisor can simply speak a few words of guidance to the agent.”
At MeloTel, we’ve long been excited and proud to offer the Monitor/Whisper Control Panel. It allows call center managers and supervisors to listen to both parties on a call undetected. That’s the “monitor” part. The “whisper” feature allows you to subtly drop in and coach your agents when necessary. You can also “barge in” to immediately resolve any escalated issues.
For information about MeloTel’s Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
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“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"
“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"