At MeloTel, we talk a lot about the importance of good communication. It’s important to note that the ways in which you communicate with your customers make all the difference in the world when it comes to how your business is perceived. Let it not be lost on you, however, that communication within the workplace is arguably, even more important. After all, if you can’t adequately keep the lines of communication open between your employees and co-workers, how will your business even function?
Thus, the importance of feedback must be highlighted. And we’re talking about feedback going both ways. As important as it is for your managers and supervisors to regularly pass along helpful information and advice to your employees, they too must be open to feedback. After all, when your employees deal directly with your customers, they attain first-hand knowledge about how to make customers happy.
It begins with listening. This is why it’s imperative that you believe in the two-way street approach to feedback in the workplace. When your employees pass along information or even suggest new policies based on their experiences, do not write them off. Take them into consideration. This has a twofold benefit. Firstly, it will help you implement new procedures that are bound to satisfy your customers. But, secondly, it helps your employees to feel valued.
When workers feel like their contributions matter, it does a lot to boost their morale. And if we’ve said it once, we’ve said it countless times, a happy staff is a productive staff. Two-way feedback is the very definition of open communication. And when this is present in the workplace, it makes for a better working environment for everyone involved.
To reiterate, the more motivated your staff members are, the more dedicated they’re bound to be to pulling off jobs well done. With that said, your feedback is also important because it helps your team to benefit from your expertise. When you listen to calls taken by your phone agents, for example, it helps you to pinpoint specific areas of concern so that you can immediately better them.
If your reps sound too abrupt or discourteous, for example, the constructive criticism you provide can help to change their approaches. This works to improve customer satisfaction and inevitably boost sales. On the flip side, a lack of feedback can serve to worsen and potentially end relationships between your business and your customers. Quite obviously, that’s bad news for your bottom line.
Our Monitor/Whisper Control Panel is, quite frankly, the perfect feedback-giving tool. Not only does it let you listen to phone calls live, but it allows you to whisper information to your phone agents while they are on those calls. The ability to provide this immediate, on-the-spot form of feedback can help you to improve performance during first-time encounters. Customers get the information they need and your reps get the learning experiences that simply help them to be better at their jobs.
For more information about our Monitor/Whisper Control Panel, 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"
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“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"