The Most Reliable & Trusted
VOIP Service Provider
in Canada
December 6, 2018

How To Manage Your Holiday-Based Increase In Call Volume

How are your phone agents handling their current increase in call volume? As we pointed out in our last blog, it’s vitally important to ensure that appropriate telephone etiquette is being practiced by your phone agents to wow everyone who calls into your business. That way, you can ensure that customers aren’t just satisfied for now, but impressed enough to remain your customers well into the future.

Don’t blind transfer.

One of the biggest pet peeves had by customers – especially during the holiday season – is being the victim of a blind transfer. This is when a representative informs the caller that he/she must be transferred to another department and then is connected to another line without being connected to an actual representative.

When the new rep picks up the line, the caller has to start his/her inquiry all over again. Do your callers the courtesy of connecting them to real people who have already been informed of their questions or concerns.

“If you must transfer a call, ask the caller if it is OK before doing so,” advises Mike Weil of The NEWS, “Be sure to explain why you need to do the transfer, and give the caller the name of the person you are transferring them to. Before transferring the call, make sure the person you are transferring it to is available.”

Give callers your undivided attention.

Have you ever been on the phone with a company representative and heard that person speak to someone else? Have you been put on hold several times during one call? Have you heard background noise that appears to distract your phone rep? If you’ve answered “yes” to any of the above questions, you’ve dealt with a customer service agent who isn’t giving you his/her full and undivided attention. Do not make this a practice at your place of business.

“When speaking to someone on the telephone you should always give your full and undivided attention,” insists Felissa Benjamin Allard of Reader’s Digest, “This includes fidgeting with papers (which is often very noisy on the other end of the line), eating, drinking, talking with people in the office.”

End each call gracefully.

The last thing you want to do is hang up on a customer. In fact, many companies have it as their policies to allow the callers to hang up first so as to not prematurely disconnect their calls. Have a set call-ending script in place. For example, “Thank you so much for calling today, we truly appreciate your business. Have an excellent day!” You may also want to ensure that you ask “Is there anything else I can help you with today?” before offering that end speech.

“Believe it or not, you can do everything right, but if you don’t end the call correctly, you can still lose the customer,” says Weil, “This is all about being as polite and warm as possible to the person on the other end of the phone.”

For dose of MeloTel’s brand of holiday customer service, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website! And don’t forget to ask us about our VoIP-based Commercial Phone Services!

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