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Revisiting The Importance Of Quality Feedback In Call Centres

As we highlighted in our last blog, feedback sessions should be conversations that involve the thoughts and concerns of both parties – the call centre supervisor and his/her phone agent. The importance of providing quality feedback in any call centre environment cannot be understated. Feedback should involve self-evaluation. Remember that, as a call centre supervisor, you shouldn’t be doing all the talking in your feedback sessions. In fact, you may want to allow your phone agents to begin the conversations….

How Running A Call Centre Can Improve Your Company’s Reputation

No matter what type of business you run, providing customers with excellent customer service is an absolute must. Regardless of your industry, you’re sure to have numerous competitors. Separating your brand from its competition demands that you make your customers feel better about their experiences than any other business. As we pointed out a couple of blogs ago, a big part of providing excellent customer service is providing expeditious customer service. Simply put, people don’t like waiting. So when customers…

MeloTel Can Be Your Call Centre’s Best Friend

At MeloTel, we pride ourselves on being Canada’s Hosted Company. That means we’re more than just your average phone company. We provide cloud-hosted telecommunication services to business owners all over North America. We’re especially popular with call centres, given that we offer VoIP-based services that are practically call centre must-haves. You could even go so far as saying MeloTel is your call centre’s best friend! Let’s take a look at just a few of our services to explain why. Commercial…

3 Keys To Getting The Most Out Of Your Call Centre Employees

In our last blog, we revisited the ever-important concept of increasing productivity in your call centre. If you notice, our tips had everything to do with empowering your employees and making them feel valued. If we’ve said it once, we’ve said hundreds of times: happy employees are productive employees! Here are three keys to getting the most out of your call centre employees: 1. Let your agents be themselves. Yes, it’s wise to have sales scripts. Naturally, you want there…

How To Increase Productivity In Your Call Centre

All call centre business owners are very well aware of the importance of numbers. Sales numbers, the number of calls taken each day and the number of new customers attained each month are all metrics that are considered vital to a company’s success. However, there are some numbers that can’t exactly be quantified. How happy are your call agents? How motivated are they to come in to work every day? While the answers to these questions cannot be determined by…

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…

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