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March 16, 2018

Turning Your Call Centre Into A Top Customer Service Provider

A company’s reputation is most often formed by the ways it makes its customers feel. If people genuinely enjoy their interactions with a business, they will be a lot more likely to support it for the long haul. Sure, high-quality products and services count for a lot. But we all know that there are options out there.

What separates your business from its competitors is the strength of your customer relationships.

If you use a call centre to regularly service your customers and/or to solicit new products and services, your strict attention to providing optimum customer service is necessary. Without the use of facial expressions, hand gestures and other forms of body language, the tones and inflections used by your call centre reps have to convey courteousness and respect. As well, it’s vital that your phone agents are able to display vast knowledge of your company’s offerings.

There are few things that get under the skin of the average consumer more than company representatives who sound like they don’t know what they’re talking about. Sometimes, that isn’t even the case. But the use of “negative language” by phone reps can make a company seem as if it is unable to satisfy its customer base. On CallMiner.com, Scott Kendrick stresses the need to avoid negative language.

Avoid using negative language.

It is “worth training agents to avoid certain phrases and types of language to avoid negative interactions,” he writes, “For example, instead of telling a caller ‘I’m going to put you on hold’, encourage agents to use phrases like ‘I’m sorry, I’m actually not the best person to answer your query, but let me transfer you to our resident expert who will be with you in two minutes. Thanks for your patience.’”

Provide regular feedback.

Using positive affirmations is certainly a great way to significantly improve customer satisfaction with your call centre. It’s important to regularly remind your employees of this. Never forget that your employees require regular feedback in order to keep them on their toes. Feedback is actually necessary for a number of reasons.

Firstly, positive reinforcements are excellent ways to keep your staff motivated and encouraged to perform at their best. Never shy away from publicly acknowledging jobs well done in your call centre. Secondly, feedback is needed to help your team members correct mistakes and improve their performances.

MeloTel offers a revolutionary feedback provider!

The innovative Monitor/Whisper Control Panel allows you to listen to your call centre reps while they are on their calls. Both your rep and the other party won’t be able to hear you. That is unless you choose to use the “whisper” feature. While you will still go undetected by the caller, your phone rep will be able to receive immediate feedback that can help him or her on the call. This amazing service has a growing reputation of making call centres throughout North America top-of-the-line customer service providers!

For information about 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 VXCO.net 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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