A call centre manager’s work is never done. He/she must constantly endeavour to improve performances in order to maximize profits made by the company he/she represents. However, as all good call centre managers know, running a successful business has nearly nothing to do with getting phone agents to push sales on their customers. It has everything to do with developing and growing relationships.
Strong relationships between managers and their phone agents are what help to make call centres great places to work. But what can you do to make your call centre an even better place to work?
Everyone likes the feeling of being appreciated. And because call centre employees are often parts of big teams, they can often be made to feel like they only play small roles. It’s important to let each and every one of your reps know that their contributions matter. Offer rewards for both top performances and most improved performances and don’t shy away from offering public recognition for both.
“According to Gallop, 69% of employees would work harder if they were better recognized,” reports Vincent Nero on CallMiner.com, “And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%.”.
The best way to make your call centre a great place to work is to make it awesome from day one. New hires often feel like they’ve been fed to the wolves. Not only do they need proper training, but they need help integrating with the rest of their co-workers. Try using a “buddy up” system that pairs an experienced worker with a new hire to help the latter to get assimilated. It’s important that your newest team members are confident they’ll be able to handle their responsibilities.
“Have your good and bad agents work together,” suggests Briana Songer on Playvox.com, “Have them (and your centre) learn what is working and use this information as an aid for training. This lets everyone improve their own performance by gaining the top performers’ knowledge and ideas.”
As we pointed out in our last blog, the calling software used in your call centre needs to be top-notch. How else can you expect to receive top-notch performances out of your team if the system they’re using is subpar? “Take a look at their desktop and watch how they handle the technology and the customer on a call,” instructs Songer, “Easy-to-use tech empowers and decreases frustration with your agents by giving them access to the right information at the right time.”
This is why MeloTel so highly recommends DaFeeder Preview Dialer. This simple web-based telemarketing software allows even the most inexperienced computer users to manage campaign dialing and dispositions. DaFeeder Preview Dialer has revolutionized how web-based technology can help small and medium sized businesses manage their telemarketing, customer acquisition and political survey strategies.
For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“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"
“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"
“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"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. 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"