The Most Reliable & Trusted
VOIP Service Provider
in Canada
November 13, 2019

How To Improve The Lives Of Your Call Centre Employees

As we’ve pointed out in many past blogs, call centre workers have tough jobs. Most are on the phone for the majorities of their work shifts and can take upwards of 100 calls a day. They need things to help ease the pressure associated with their roles as phone agents. As a call centre manager, one of your most important roles is to find ways to improve the lives of your call centre employees. So what are the best ways to do that?

Offer regular and ongoing coaching sessions.

Never let your team members feel like they’re alone. There should be constant communication between you and your agents. Your morning meetings are important opportunities for you to boost spirits and energy that will last throughout each day. But your one-on-one feedback sessions are equally important. Be sure to have an open door policy that encourages your employees to discuss any and all issues they may have.

“Ongoing coaching reinforces the skills, techniques, and methods learned in training,” writes Nancy Pais on, “Educate agents on the big picture, tell them how they can boost the company’s brand image, and monitor calls in real-time. Monitoring ensures that agents are following best practices protocols.”

Be mindful of the moods in your office.

Remember that your employees are humans. In other words, they have feelings. It’s incredibly important to be aware of how your phone agents are feeling during each day of work. Think about it. They are representing your business to people over the phone. If they sound drab, dull, bored or upset, your customer satisfaction is going to plummet.

Mark McDermott of Australia’s CX Central notes that, in some cases, agents may have difficulty selling your product because of how they feel about it. He cites an insurance firm where agents were struggling to sell mortgage protection insurance because they felt that the premiums being charged were very high when compared their own earnings.

“This was presenting an emotional challenge for them in how they pitched these products,” he informs, “By developing the right coaching skills with their line managers, these managers were able to talk to their people about what constituted a large premium and what the impact would be –even for their relatively wealthy customers if they were unable to pay their mortgage.”

Encourage your agents to be leaders.

If you want to empower your employees, put them in positions of power. Your top phone agents should be given the opportunity to offer others tips and advice to help grow the success of the team at large. Offer incentives for team members who wish to do a little training. And be sure to publicly acknowledge the successes of your employees. Recognizing jobs well done in front of the whole team goes a long way in boosting morale and fostering greater team spirit.

At MeloTel, we proudly offer DaFeeder Preview Dialer, which we consider a call centre must-have. It offers your reps one-touch dialing capabilities as well as the ability to create and maintain detailed notes about each call. Check out this five minute(ish) video about DaFeeder Preview Dialer, created by MeloTel’s Founder and CEO, John Meloche!

For more information, please don’t hesitate to call us at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

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"

Request Information

Connect With Us