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January 23, 2017

How Does Providing Feedback Improve Your Call Centre?

As any call centre manager knows, phone work is hard work. Many telemarketers have the tough tasks of cold calling business owners they have never spoken to before in efforts to begin and develop relationships. Naturally, trust must be a major part of these relationships if any business transactions are to take place between the telemarketers and the business owners they have called.

How can telemarketers gain the trust of their leads? There are many ways to endear yourself to a lead when you call him/her for the first time. However, we’d suggest that the most important way is to make the initial call about the business owner – not your business. Focusing in on the needs of your lead to determine how your products and/or services can benefit his/her business will certainly help you to gain some trust.

Too often, people who are called by telemarketers feel that they are inundated with information that doesn’t speak to their needs. They feel that they are being compelled to buy into products and services that don’t serve to benefit their companies. By having your phone reps concentrate on the needs, wants and concerns of the people they call, they can develop greater rapports. This opens more doors for sales opportunities.

How can you encourage your phone reps to develop stronger relationships with their leads? The importance of feedback can never be understated. Naturally, it’s important to put each and every one of your employees through your company’s training program before putting them on the phones. However, constant reminders are needed in every call centre business. Providing the type of feedback that keeps your employees both informed and energized is essential to your company’s success.

Never forget that feedback of both the positive reinforcements and constructive criticism variety are necessary. It’s always wise to make efforts to boost employee morale. When you offer expressions of “job well done” among other appreciative comments, it helps for the members of your team to feel appreciated and valued. However, it’s vitally important that you help your reps to correct their mistakes. Don’t shy away from addressing problems with their approach to their calls.

What tools are needed to help you provide the best feedback? At MeloTel, we highly recommend the use of our Monitor/Whisper Control Panel. It enables you to listen to the calls of your phone agents live and as they happen. This is important because you’ll often need to nip problems in the bud. This isn’t possible when you can only listen to recorded calls. By listening to calls live, you can address matters as soon as they arise.

The “whisper” portion of the call allows you to whisper information to your phone reps without the other parties hearing it. That way, your team will be better equipped to answer questions and respond to customer comments and complaints. You can even use the Monitor/Whisper Control Panel to jump in on the calls to take them over when absolutely necessary. At the end of the day, it helps to greatly improve customer satisfaction and overall productivity in your call centre.

For more 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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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"

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