The Importance Of Monitoring Employee Performance

Manager checking his colleagues works in office

Even though you may be the owner of your business, or even its office manager, the majority of the customers who interact with your business will not associate you with the brand. Instead, they view the phone representatives that they have direct contact with as the examples of what your business is all about. When you think about it, your phone reps are your business! They’re the ones communicating with your customers every day. Their roles couldn’t be more important.

Because of this, it’s imperative that you monitor their performance. Making sure that your customers are both being treated with respect and given accurate answers to questions is integral to your company’s overall success. As well, you need to monitor the sales skills of each of your phone reps to ensure that your targets are consistently being met. On Chron.com, Samuel Hamilton explains how monitoring can help to identify strengths and weaknesses on your team.

How can monitoring help you to identify strong and weak links on your team? “When you have the ability to properly gauge employee efficiency, identify the strong and weak employees, and compensate them appropriately, then your business will become more productive and therefore more successful,” he informs, “Employees become aware of their peers who consistently receive pay increases and promotions and they strive to follow in those peers’ footsteps.”

There are, of course, numerous ways to monitor your employees so that they are kept on their toes. Naturally, it’s wise to provide regular feedback by way of one-on-one meetings. Be sure to include both positive feedback and constructive criticism in your meetings. To keep employee morale high, it’s important to regularly acknowledge the jobs well done by your team members. There are many benefits to showing your staff that you value their efforts.

Of course, you’ll also want to point out any areas where there can be some improvement. This isn’t something that you should wait to do. The quicker you address particular performance issues, the quicker they will be improved. Obviously, this only helps your business to shine in the eyes of the customers who interact with it. Hamilton also points out that you should commit to quarterly and/or yearly reviews.

How can regularly-scheduled performance reviews benefit your company? “Performance measures ranging from annual reviews to quarterly quotas ensure that employees work hard and well or face a poor evaluation,” he believes, “Once evaluated, employees can be managed through encouragement to keep up the good work, or else they might be managed through further training and coaching.”

How can monitoring your employees save you money? It’s certainly not worth it to keep employees on your staff who are simply incapable of doing their jobs. In the hopefully-rare unfortunate cases when phone agents are consistently underperforming, the money you’re spending on their compensation would be better used elsewhere. Simply put, employee monitoring is necessary to ensure that all staff members are performing at their best.

At SIClytics, we’re proud to offer call centre business owners and office managers our innovative cloud-based services that assist them with monitoring their employees. Our Monitor Whisper service provides users with the ability to listen to calls live as they happen. With it, they may also whisper feedback to their reps during those calls to improve performance on the spot!

For more information about SIClytics’ Monitor Whisper service, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

6 Steps To Providing High-Level Customer Service

Business people with headsets using computers in office

Providing customer service over the phone is a lot different than providing customer service in person. A phone agent doesn’t have the benefit of using body language, facial expressions and hand gestures to communicate his/her message. Instead, he/she must place greater emphasis on tone, inflection and appropriate verbiage in order to have positive interactions with customers. Call centre employees, it’s fair to say, have many steps to take to ensure that they’re providing high-level customer service.

Here are six:

Step #1: Showing respect. Using your customer’s name will go a long way. It’s important to remember to treat customers like people – not sales numbers or dollar signs. In addition, actively listening to the concerns and questions had by your customers will ensure that they are addressed and answered appropriately at the first point of contact. When customers feel that they aren’t being properly listened to, they associate it with disrespect.

Step #2: Displaying professionalism. You’ll likely always be given advice that includes being friendly and polite. But it’s of vital importance that you never forget your role as a representative of your company. Avoid using slang terms or too much joking around. Remember that you have a job to do and satisfying your customers’ needs is a big part of it. Be sure to use appropriate language that is in keeping with your brand and focus on conducting business professionally.

Step #3: Being engaging. We’re not saying that you need to focus on being entertaining whenever you speak to one of your customers or leads – but it certainly doesn’t hurt to be interesting. Utilize your natural charm and wit and feel free to engage in conversations with your customers that will spark their interests. As per our last point, it’s important to stay focused on the task at hand. But customers appreciate it when customer service associates can show their human sides.

Step #4: Maintaining confidence. Customers like to feel that the people they do business with know what they’re talking about. It gives them confidence that they are working with the right company. Being confident doesn’t necessarily mean knowing everything. There may be times when you’ll need assistance with an issue or question. Simply letting your customer know that you’ll get to the bottom of things for him/her no matter what is a display of confidence – even if you admit to need help. Know that you can do your job excellently…and you will!

Step #5: Expressing empathy. This is a major part of providing excellent customer service. Not all of your calls are going to go perfectly. You’re bound to encounter an irate customer from time to time. The key is to not engage in a heated debate. Instead, put yourself in your customer’s shoes and express your understanding for his/her discontent. We’re all customers. When one is upset, it’s your job to be considerate of his/her feelings. Exclaiming your understanding for the frustration can go a long way.

Step #6: Staying honest. Most consumers are very savvy. They know the difference between a fair bargain and a scam. As well, customers are easily put off by putting their trust in someone who doesn’t come through for them. It’s important that you don’t make promises you can’t keep. Be sure to meet all deadlines and delivery dates. If there is an occurrence that will change what was originally promised, reach out to your customer to inform him/her. Your honesty will be appreciated.

At SIClytics, we offer innovative cloud-based services that assist call centre managers in helping their phone agents provide the best customer service possible. Our Monitor Whisper service lets supervisors and managers monitor calls live as they happen, as well as the ability to whisper feedback to their reps during those calls. For more information about SIClytics’ Monitor Whisper service, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Being Accessible To Your Customers

bright picture of friendly female helpline operator

Just how important is it to be accessible to your customers? Well, to answer that question, you may want to ask yourself how important it is to you to immediately get in touch with people you need to speak to. It’s a pretty big deal, isn’t it? Especially in today’s world where people are so used to getting what they want when they want it (see: Googling information over going to the library for a book), being accessible is a huge plus.

You see, your customers need to live with a confidence that you can be depended on. It’s important that they can have their questions answered quickly and their problems resolved without the need for added stress. And although there will likely always be a need for answering services that allow callers to leave voicemails, you’ll want to put in your best efforts to resolve customer queries at the first points of contact.

How can accessibility define the customer experience? “I never have to wait to speak to anyone when I call (your business name here)!” Exclamations like these are what you truly want for your business to inspire. Customers place a lot of value on being able to speak to live representatives every time they call companies they do business with. And many of them want to ensure that they speak to live representatives even when they don’t choose the telephone as their mode of communication.

We’re talking about “live chat” features which are becoming more and more prominent on various company websites. Naturally, SIClytics has a “live chat” feature of its own. To get in touch with one of our live representatives during business hours, simply click on the green icon in the lower right corner of our website. You’ll notice an indication that we are “online” when someone is available to speak with you.

After clicking on the icon, you will receive the following message: “We are live and ready to chat with you now. Say something to start a live chat.” Simply type in your message, press enter and you will immediately be on your way to receiving the customer service you request. Live chat features have revolutionized the way that people receive customer service. There once was a time when customers would only be able to get help face-to-face, over the phone and through the mail!

But what is the preferred method of receiving customer service today? Countless studies have shown that people prefer speaking with live human beings to get the customer service they covet. Whether it’s over the phone or through a live chat, immediate customer service is the most pleasing. However, research tends to find that getting a live human voice on the phone is most appreciated.

What happens when it is outside of business hours and no live representatives are available? It’s of extreme importance that you implement a sound phone call returning policy. At SIClytics, our services include Missed Call Notifications which help our customers to never miss out on opportunities to follow up on missed calls. That way, even when people have to leave messages for you, they are not made to feel that you aren’t easily accessible!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Reasons That Advertising Your Business Is A Must

Young business man speaking with a megaphone

Your business may very well sell the absolute best products or offer the greatest services in its industry. But if no one knows about it, will it really matter how great they all are? Advertising is a mandatory part of every business owner’s job. Without letting the general public know about your business and all it has to offer, it’s like saying that you don’t have a business at all. Simply put, advertising is integral to the success of any business.

Here are five reasons that advertising your business is a must:

1. It brings awareness to your brand. Have you ever seen a person attempt a garage sale without a single sign up in his/her neighbourhood? It’s a sad sight, isn’t it? He/she is just sitting there, surrounding by old personal belongings and there isn’t one person looking through them. No matter the size of your business, you need to advertise it in order to generate any interest in it at all. Your advertising efforts, of course, should seek to separate your brand from all of its competitors.

2. It helps to attract customers away from your competitors. To stay on that last point, how else will you be able to lure people towards your customer base without advertising? A smart marketing campaign will focus in on the needs and wants of your target audience so that they are more inclined to visit your place of business instead of its competition. Enticing customers with special offers that aren’t available from “the other guys” is a great way to develop your marketing campaigns.

3. It adds credibility to your company. Most members of the general public make decisions based on their impressions. In other words, if people assume your company is a fly-by-night brand, it isn’t likely they’ll be encouraged to support it. To give people the impression that you own a reputable business, you need to advertise in ways that communicate your expertise, high quality products and services and dedication to excellent customer service. Advertising makes believers out of people.

4. It helps to encourage word-of-mouth promotion. It’s hard to argue that the best type of advertising is the type that comes from members of the buying public. When people spread the news about your brand for you, it not only costs you nothing, but it is more effective than any other type of advertising out there. That’s because people generally take the advice of others at face value. If you want people talking about your business, a clever marketing campaign is a great way to get them started.

5. It intrigues the formerly-uninterested. Not everyone out there is looking for what you sell. That is, of course, until they bear witness to cool advertisements that spark their interests. All of a sudden, people who weren’t thinking about your products and services are now considering them. Coming up with inventive ads that seek to entertain as much as they do educate about your brand is a great way to boost your customer base with individuals who may never have looked for your store previously.

As you can tell, there are numerous reasons to advertise your business. However, not all advertising methods are wise ones. It’s important to hone in on the marketing campaigns that are most likely to generate the most interest in your brand, callers on your phones and foot traffic into your store. But how will you know which of your advertising methods are the most effective? That’s where call tracking comes in!

SIClytics offers call tracking services that are capable of pinpointing the various advertising methods that generate the phone calls that come into your business. They are designed to measure the incoming and outgoing calls that are made using your telecom account with approved SIP vendors. At the end of the day, our call tracking services help to adequately measure your return on investment!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Easy Ways To Improve Productivity In Your Call Centre

Depositphotos_25727499_m-2015Call centre employees are among the hardest working people on the planet. In the space of any given work day, they speak to more people than most of do in a week. With that said, it’s important that a call centre employee has a very patient, yet outgoing personality. Often, it’s not what they say, but how they say it that counts. Imagine trying to endear yourself to over a hundred people a day! That’s the life of a call centre phone agent.

As a call centre manager, it’s an integral part of your job to hire and train special individuals to be on your team. And, we do mean special! Working the phones on a daily basis is no easy feat and it isn’t a job that just anyone can handle. That makes your job all the more difficult. Although it all begins with finding the right individuals, your day-to-day tasks involve keeping your team members motivated to be as productive as possible.

Here are three easy ways to improve productivity in your call centre:

1. Hire using personality as a priority. As mentioned earlier, the ways in which your phone agents speak to your leads is arguably more important than what they’re actually saying. You need outgoing, energetic and enthusiastic individuals working your phones. Without them, you’ll have dreary, zoned-out sounding reps who won’t bring in the sales you’re looking for to make your company successful.

On CallCentreHelper.com, Oliver Heaton insists that you employ extroverts. “If a call centre agent is able to keep the attention of the customer for longer, then this may mean that the customer feels comfortable talking to this call centre agent,” he writes, “Being an extrovert means being sociable, enthusiastic and ambitious. Call centre agents need to be confident in talking to whoever is on the other end of the phone and be able to quickly build a rapport with them.”

2. Create teams and encourage friendly competition. It’s hard to debate the fact that when you incentivize people, you motivate them to perform better. Call centre environments are the perfect workplaces to create teams within a team to inspire a competitive atmosphere. Offer weekly and monthly prizes or cash bonuses based on performance to encourage the members of your staff to perform at their absolute best.

“Motivating call centre employees can create an environment where a culture of optimism can flourish,” says Heaton, “Healthy competitions in the workplace increase motivation and productivity when used in the right way. Consider creating teams competing against each other, as this will boost all of the participating members’ enthusiasm and productivity. Encourage employees to share what works and what doesn’t work with their team members.”

3. Invest in call tracking technology. At SIClytics, we offer call tracking services that are designed to measure the incoming and outgoing calls that are made using your telecom account with approved SIP vendors. Our innovative system assists you in growing your business by giving you the information you need to improve your marketing efforts. Learning about which of your advertising sources are driving the most calls to your call centre goes a long way in increasing profits.

Heaton also explains how call tracking software can send ‘missed call alert emails’ which contain a caller’s contact number as well as information about the marketing activity that motivated his/her call. This data includes the keyword that was searched if the call originated from a website view from a search engine. “This enables call centre staff to make the most of their less busy times by calling back customers whose call they were unable to take earlier,” he writes.

For more information about our call tracking services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. If you’re not completely satisfied with our services, you have the option of cancelling them within 30 days thanks to our 30-day money back guarantee!