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June 27, 2016

How Does VoIP Improve Call Centre Productivity?

Over the past couple of weeks, the MeloTel Blog has been honing in on the many benefits of using VoIP technology. And why shouldn’t it? Since our company’s inception, we have championed the use of VoIP over the traditional landline as it provides businesses with numerous advantages. This is especially true for companies that operate call centres to get the word out about their products and services.

How beneficial is VoIP technology to a call centre environment? Firstly, it makes it so that “old school” manual dialing is a thing of the past. Using MeloTel’s DaFeeder Preview Dialer is just one way to improve the productivity at your call centre. It speeds things up by enabling your phone agents to use one-touch dialing to make their calls. But, perhaps, more importantly, the feature provides an online filing system that allows your staff members to write detailed notes about each lead.

This way, your team spends more time focusing on the leads that are the most promising. Placing different leads in their appropriate categories helps for call centre managers to design specific campaigns that cater to certain business owners. As well, having the ability to quickly label each call with a unique disposition makes it so that the system generates call backs to appropriate business owners at appropriate times. In other words, less time wasted means more money made!

But, in what other ways can VoIP improve call centre productivity? VoIP technology has revolutionized the way that call centre managers are able to provide feedback. Gone are the days when managers and trainers had to sit directly beside their phone reps in order to overhear their phone conversations. With features like our Monitor/Whisper Control Panel, managers and trainers can listen in on calls without anyone being the wiser.

The “monitor” portion of the service allows for calls to be heard live and while they are happening. That way, phone agents can be monitored in real time to ensure call compliance and the following of customer service policies. The “whisper” portion of the service enables managers and trainers to drop in to the phone calls while they are happening. They can either provide undetected tips to their phone agents or take the calls over completely.

The Monitor/Whisper Control Panel is highly heralded for its ability to vastly improve customer satisfaction at call centres. Firstly, it helps for feedback to be provided immediately so that complaints and concerns are handled appropriately without having to schedule future call backs. Secondly, it enables escalated calls to be addressed expeditiously. One of the feature’s biggest benefits is its enabling of call centre managers to resolve issues quickly. This is always good for business.

At MeloTel, we remain excited about the fact that we’re “Canada’s Hosted Company”. We’re widely appreciated for providing the nation’s small to medium-sized business owners with VoIP-based Commercial Phone Services that have greatly improved their business practices. For more information on any and all of our services, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” 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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