The Most Reliable & Trusted
VOIP Service Provider
in Canada
June 19, 2019

Taking A Look At Some Call Centre Do’s And Don’ts

In our last blog, we revisited the ever-important topic of having high employee morale in your call centre in order to provide your customers with the best service possible. In order to maintain high levels of customer satisfaction, it’s imperative that your team of phone agents follows some call centre do’s and don’ts. Let’s take a look at a few big ones, shall we?

DON’T say you can’t help someone.

“That’s not my job,” “There’s nothing I can do for you,” and “Sorry, that isn’t my problem” are all phrases that should never leave the lips of your call centre agents. Even when a request is made by a customer that is completely unreasonable – “Give me back double what I paid you!”, for example – it’s best to respond calmly by informing the customer what you CAN do.

“While I’d love to assist you with that request, I’ll make sure to post a full credit to your account to ensure you don’t pay anything for this item” would be a more appropriate response to the aforementioned demand.

DO return all calls and voicemails.

There’s almost nothing worse for a customer than being made to feel that he/she doesn’t matter. In 2019, most consumers expect immediate access to the businesses they support. In many cases, they don’t even expect to have to leave voicemails. So make no mistake about it – returning customer calls as promptly as possible is integral to your company’s sterling reputation.

“When a customer takes the time to reach out to you, it is imperative that your company takes it seriously,” insists, “Voicemails and messages should be returned as soon as possible – and at least within 24 hours on a business day.”

DON’T say “I’m new here”.

Maybe it’s your first day on the job. Hey, we all have to begin our careers at some point, right? That’s no reason to tell your callers about it. All customers require the confidence that the agents they’re speaking with are capable of handling their requests and answering their questions. Instead of using the cop out that you’re “new”, simply inform your caller that you’ll confer with an associate to confirm your responses are correct.

“This is a pretty understandable thing to say if you are indeed new to the job and you’re getting a bit flummoxed, but you still shouldn’t say it,” advises of the “I’m new here” excuse, “It instantly kills the customer’s confidence in you, and they’d be quite justified in asking to speak to someone else. There are plenty of ways to ask a colleague for help without making the customer think you’re out of your depth.”

DO take advantage of MeloTel’s DaFeeder Preview Dialer.

You’re not still making your phone agents manually dial their leads are you? With MeloTel’s DaFeeder Preview Dialer, you’ll offer one-touch dialing to your agents. It makes their jobs easier and ensures they are more productive by getting more leads on the phones each and every work day.

DaFeeder Preview Dialer is a simple web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions. For more information, watch this video, or call us at 1-888-MELOTEL. May also 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