How Can You Make Your Call Centre More Productive?

Submitted by Dan Faraldo in Customer Service, MeloTel Features

There isn’t a call centre business owner or manager alive who doesn’t want to see his/her business constantly securing growing sales numbers. On a weekly basis, these hard-working individuals take a look at the accomplishments of their centres and try to come up with ways to better them the following week. It’s a continuous cycle. It’s one that many call centre business owners thrive on. And, in some cases, it drives them a bit crazy!

Running a call centre that increases its productivity on a regular basis doesn’t have to be that difficult. In fact, there are some tried-and-true techniques that can turn your call centre business from a not-doing-so-bad entity to a highly successful powerhouse!

Allow your team members to socialize more.

This sounds like the ultimate no-no, doesn’t it? Most people consider socializing the very antithesis of productivity. However, a call centre environment that is comprised of workers who truly enjoy being at work is one that will be home to many success stories. MeloTel Founder and CEO, John Meloche has long been a proponent for the upbeat morning meeting. Not only does it serve to boost employee morale at the start of each day, but it gives co-workers an opportunity to get to know each other better.

“Socializing, in general, helps coworkers better collaborate and sets the tone for a friendlier workplace,” believes Jade Longelin of Playvox, “By carving out the time to let employees socialize, they’ll get the chance to exchange tips and tricks and gain greater insights.”

Keep the train(ing) rolling.

Training doesn’t have to begin and end during an agent’s first week on the job. There’s always room to grow and there’s always more to learn. Keep your entire team on its collective toes by providing regular training sessions. Give your team members opportunities to share their own tips and tricks in order to better the performances of everyone on your staff.

“By establishing a continuous training schedule, you can rest assured that each agent will receive the appropriate training at the right time,” says SpiceCSM, “When each session is focused on new customer service skills, best practice procedure, or specific problems that arise in the contact center, the entire operation will quickly become more competent and knowledgeable.”

Monitor your phone agents’ calls live.

Once upon a time, call centre managers had to wait until calls were recorded in order to listen back to them. Not anymore. As SpiceCSM informs us, live call monitoring and coaching is incredibly useful, especially for new and inexperienced agents.

“Having a supervisor or higher level agent listen in to live calls gives agents the sense of a safety net,” says their site, “If the agent begins to falter or needs help, the supervisor can simply speak a few words of guidance to the agent.”

At MeloTel, we’ve long been excited and proud to offer the Monitor/Whisper Control Panel. It allows call center managers and supervisors to listen to both parties on a call undetected. That’s the “monitor” part. The “whisper” feature allows you to subtly drop in and coach your agents when necessary. You can also “barge in” to immediately resolve any escalated issues.

For 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!