Don’t underestimate the importance of company culture. Our good friends over at Hire Value Inc. consistently remind us that a positive working environment that promotes teamwork and good-natured interactions is one that is primed for success. Having a strong company culture is practically mandatory for any call centre business. Putting employees in good moods is essential for success.
So what can you provide your phone agents in order to get better results?
Provide proper training on a regular basis.
Most business owners consider training to be something that is done at the beginning of an employee’s career with the company. While training new hires will always be necessary, it’s important to implement some “keeping everyone the same page” practices. Training for veteran employees should consist of discussions that involve everyone offering up their own tips and tricks. It will inspire employee interaction and foster improved approaches to the job from all participants.
On ThatBookkeeper.com, B. Lyttle encourages extensive training for call centre employees. “Make sure that they learn the basics of customer service and how to treat customers,” she advises, “They should have a thorough knowledge of the business, the various products and the company’s policy. You should train your representatives to stay calm and not lose their temper under any circumstances.”
Yes, you read that right! Look at it this way. What makes a great party? Most people say that it’s good music and good food. Who says the party has to stop once you go to work? To be clear, free snacks make excellent incentives for employees of just about any company. Your workers will perform better when they’re stomachs aren’t empty. On TalkDesk.com, Shauna Geraghty believes that the giving out of snacks is a great way to boost employee morale and therefore, productivity.
“Even if your budget is small, it’s still possible to give out snacks,” she insists, “Something as simple as buying some small chocolate bars for the break room could go a long way to making your call center a happy place to work. A hungry worker is a grumpy worker. Plus, employees love free treats and nothing puts a smile on someone’s face faster than a tasty snack.”
Provide the proper tools.
A plumber is only as good as his wrench (or any other of his/her required tools to do the job). Similarly, your phone agents can’t offer your business the sterling reputation it deserves unless they are equipped with the tools to do so. “Give each representative a computer with access to the net and database,” encourages Lyttle, “From here, they can easily log in when talking to the customer and get all the details from the customer’s account with no trouble.”
At MeloTel, we couldn’t agree more. We consider DaFeeder Preview Dialer a call centre must-have. The simple and easy-to-use web-based telemarketing software allows phone agents to manage campaign dialing and dispositions. The amazing service has been known to help call centre businesses to drive sales and improve customer satisfaction while providing insight into employee performance.
For more information about DaFeeder Preview Dialer, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!