If you own or manage a call centre, you know how much effort needs to be put into securing strong employee performances. Your office is likely comprised of a wide variety of personalities that all interact with their customers over the phone a little bit differently from each other. And while there’s nothing wrong with that, there is certainly something to be said about maintaining a uniform way in which your brand is represented.
Naturally, you want your company to be seen as one that is superior to its competitors. This requires the offering of incomparable products and services. However, what you have to offer may never get sold if your team of call centre phone agents isn’t able to provide customer service that is a cut above the rest. As a call centre owner/manager, it’s your job to ensure that your phone reps receive the help they need in order to improve performance.
Here are four effective ways to help them:
1. Understand the various personalities on your team.
Nothing works quite like the personal touch. It’s important to get to know your reps on a personal level. We’re not saying you have to become everyone’s best friend. But the ways in which you offer feedback should differ depending on the personalities of the people you’re coaching. Be sure to take note of the character traits of your reps so that when you have coaching sessions with them, you’re encouraging – not deflating.
2. Set up shadowing sessions.
Sometimes, there’s no better way to help your reps improve their performances than to sit them down with reps who are highly successful. Allow them to monitor your best performers so that they can pick up some useful techniques. They will also be able to become better acquainted with your top agents. This will hopefully encourage team members to provide feedback to one another so that the pressure of offering assistance isn’t always on your shoulders.
3. Monitor calls live.
All call centre managers are probably used to listening to recordings of their phone agents’ calls. However, it has been found to be much more beneficial to listen to calls live and as they happen. That way, certain issues can be nipped in the bud. In other words, providing immediate feedback to your reps can better customer experiences during their first points of contact instead of on future calls.
4. Make use of modern technology.
You’re not still asking your reps to manually dial phone numbers are you? The practice, quite frankly, is archaic. To maximize performance, your team should be using technology that allows for one-touch dialing and the calling of specific campaigns. The system you use should also enable your phone agents to create and retrieve detailed notes on each lead so that future calls are handled more effectively.
As you may have guessed, MeloTel is here to help you improve the performances of all of your call centre reps. With our Monitor/Whisper Control Panel, you can listen to calls live and as they happen. The service enables you to whisper information to your agents without the other parties hearing it. The service is known for helping to vastly improve customer satisfaction, thus boosting sales!
As well, our DaFeeder Preview Dialer offers one-touch dialing capabilities as well as the ability to manage campaigns and dispositions. For more information about these services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
