The Importance Of Boosting Employee Morale

Image of business partners making pile of hands at meeting

It’s a very interesting time of year. Autumn is officially here and the fourth quarter begins in under a week. For most business owners across Canada, much is being done to entice customers to make purchases from them. Especially with the upcoming holiday season, there is an expectation that business is about to pick up. It’s important to note, however, that no business owner should simply assume that a sales boost is coming.

Efforts must be placed on making the public aware of the special deals, discounts and events taking place at any business. And while there is a wide variety of advertising avenues that entrepreneurs can take, there is a very important step that should never be overlooked when it comes to bettering a business. And that would be to ensure that your employees are happy. A happy staff, as is often said, is a productive staff!

“Your employees’ morale may need a boost,” states Marcus Erb on Entrepreneur.com, “After all, low morale can lead to poor cooperation, low productivity and increased turnover — and ultimately hinder a business from reaching its goals. Since employee morale can quickly build or break a company’s success, effective leaders often keep a close eye on it and enlist simple and creative approaches to strengthen it.”

Why is it so important to make your employees happy? Well, they are human, after all. And when people are in good moods, they simply perform their daily duties better. Most workers take great pride in the jobs they do. So, as a business owner or manager, when you acknowledge the jobs well done of your staff members, it can go a long way in securing their hard work and dedication for the long term.

What else can you do to ensure that your staff is kept happy? Take a genuine interest in their personal lives. No one is saying that you need to become best buds with everyone who works for you. In fact, it’s probably something we’d advise against. However, there is no harm in getting to know your team members so that you can acknowledge the things in their lives that are important to them.

This will mean a lot to them. Sometimes, it’s the little things that have the biggest impacts. On Forbes.com, Cheryl Conner provides some ideal examples. “Recognize every single employee’s birthday,” she advises, “Send gifts for new babies and weddings. Be involved in employees’ lives to let them feel loved and valued not only as employees, but also as family members and as human beings.”

How important is providing employee feedback? In case it isn’t obvious by now, it’s incredibly important to impart feedback on to your employees. Believe it or not, your negative feedback (read: constructive criticism) can have as much of a positive impact as your positive feedback. It all depends on how you provide it. If you let your team members know how much they mean to the team and that you wish only for them to succeed, you’ll be doing a lot to boost their moods.

Not to mention, you’ll be elevating their overall performances. At SIClytics, we offer Live Call Monitoring services that allow you to provide feedback in ways that were once unheard of. With them, you can instantly listen in to calls live and as they happen. As well, you may whisper information to your phone agents to help them along in their calls without being heard by the other parties. This helps to improve employee performance while boosting their confidence!

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

How To Manage A Strong Group Of Telemarketers

Picture of female telemarketer with headset during work

No one ever said that telemarketing was an easy job. And if someone did, he/she would be lying – either that, or misinformed! You see, working on the phones requires a lot of patience and persistence. It also requires teamwork. Yes, a phone agent may be on the phone with a customer without assistance, but the training, feedback and words of wisdom imparted on that agent prior to the call make a lot of difference in his/her ability to achieve success.

What are some of the things you can do to ensure you’re managing the strongest group of telemarketers possible? Well, the first thing you can do is get on the phone yourself! There’s nothing quite like leading by example to set the tone in your office. Furthermore, being on the phone will give you the hands-on experience necessary to know exactly what you’re talking about when you provide feedback to the members of your staff.

Many telemarketers complain that their managers “don’t know what they’re talking about because they’ve never been on the phones”. It would be wise to disable your staff members from being able to make such a statement. If you don’t have a background in telemarketing already, take the opportunity to take some calls so that you can be better prepared with helpful hints when your phone agents require your help.

How important is it to understand your target market? Does that question even need to be asked? Clearly, it’s very important. In fact, it can be argued that it’s smarter to get a good handle on the type of customers you’ll encounter than it is to know your product. Of course, product knowledge is essential. But when you know how to deal with the members of your customer base, you’ll be in a better position to endear them to your company.

This involves answering questions adequately. But it also entails the ability to address customer needs. When you know exactly what the members of your customer base are interested in, you’ll be able to come up with effective scripts as well as great responses to objections. In fact, the successful overcoming of objections is one of the most important traits of a strong telemarketer. If you can pass along tips based on your own success, you’ll run a profitable call centre.

How important is it to provide feedback to your team? This is another obvious one. It’s essentially your most important role as a call centre manager. It’s important to always remember that there are different types of feedback. Both the positive and negative variety is necessary. Regularly informing your team members of the great jobs they are doing will go a long way in boosting employee morale.

A happy staff is a productive staff, so there should be no shortage of positive reinforcements. Of course, it will always be necessary to impart on to your team members advice that can help them to improve their performances. At SIClytics, we offer Live Call Monitoring services that allow you to instantly listen in to calls live and as they happen. If you wish, you may even whisper information to your phone agents to help them along in their calls.

You won’t be heard by the other parties. As well, you can barge into a live call as it’s happening, if it is absolutely necessary. We also proudly offer call centre managers fantastic Telemarketing Reporting services that give them the tools to observe and report on the progress of their team of telemarketers. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Having A Strong Call Centre Manager

Positive customer support team working in call centre

All teams need leaders. Coaches, managers and captains are all called upon to rally their troops in order to provide the best results possible. Most often, you simply can’t rely on the skills and talents of the members of your team. You need a strong leader who is capable of motivating each of the team members in order to inspire their best performances. This is why your call centre needs a strong manager.

What characteristics make up a strong call centre manager? Well, why don’t we begin with the traits that strong call centre managers shouldn’t have? Those who see themselves as enforcers with rights to hand down hard disciplinary action aren’t going to do very well in any working environment. While it may not be important for a call centre manager to “make friends” it is his/her job to be well-liked by his/her team members.

This is strictly because it inspires strong performances. Call centre managers who are friendly and approachable inspire staff members to perform at their best. You want someone running your team who team members feel comfortable talking to. That way, they will be encouraged to ask questions when they need help, serving only to better both the customer service practices and sales numbers of your company.

How important are people management skills? It couldn’t be more important! After all, the job of a call centre manager is to be able to motivate the best efforts out of a large group of people. Without the ability to be a people person, this cannot be possible. Furthermore, strong call centre managers need to be able to prevent and resolve conflicts that may occur between members of the team.

Being a good problem-solver is a huge component of people management – a trait all call centre managers need to have. This is of vital importance considering that many call centres hire staff members whose jobs it is to resolve disputes with customers. If you can’t help to quell conflict in the office, how can you expect your staff members to resolve issues had by their leads, customers and clients?

How important is the ability to provide helpful feedback? This is arguably the most important job of a call centre manager. Part of eliciting excellent performances is the ability to provide constructive criticism without damaging the emotional health of employees. A call centre manager must also know how to adequately monitor calls, using the technology provided to him/her by his/her company.

At SIClytics, we’re happy to be able to offer call centre managers incredible cloud-based services that assist them with monitoring their employees. Our easy-to-use Monitor Whisper service provides managers and supervisors with the ability to monitor calls live and as they happen. As well, they may also whisper feedback to their reps during those calls to improve performance on the spot. And the parties on the other lines won’t hear a thing!

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.

3 Ways To Advertise Your Small Business Online

Beautiful charming woman holding a laptop facing the camera with a blank white screen for your text or advertising

As a small business owner, one of your most important jobs is to advertise your company. Even if you’re confident that you offer the best products and/or services in your industry, it will be practically impossible to convince members of the general public of it without some sort of marketing campaign. These days, many small business owners take to social media, among other online avenues, to publicize their companies.

It stands to reason that you should do the same. And while logging in to your social media accounts to post comments and videos as well as engaging with others is always a good idea, there are some other online advertising methods that are worth taking a look into. Obviously, social media use is free. But there are some other effective paid advertising opportunities that the worldwide web has available for you.

Here are three ways to advertise your small business online:

1. Google AdWords. If you’re looking to increase traffic to your company website (and which business owner isn’t?), it’s wise to invest in this Pay Per Click marketing method. On a small daily budget, you can increase your website’s visitors by having your website pop up when online users type in specific keywords. The best part about it is that you don’t pay anything if no one clicks on your website link.

As Google explains, Google Adwords is free to sign up for. You only pay when someone clicks on your ad and visits your website or calls you. “You set your own budget, so your costs will depend on what you are trying to accomplish with your advertising,” they confirm, “Some businesses spend tens of thousands of dollars a month, and others are comfortable investing several hundred.”

2. Facebook Ads. Millions of people use Facebook every day. And, as mentioned earlier, it’s free to do so. However, as a business owner, it’s certainly worth investing a small amount into ads that will reach such a huge audience on a daily basis. With Facebook Ads, you can specifically choose the type of people you want to reach in order to deliver your ads to your target audience. This encourages better results.

Facebook also explains that advertising on their platform helps you to connect with the hundreds of millions of people who visit the site on their mobile devices each day. “More than 700 million people visit Facebook every day on their phones and tablets—and when they do, they see Facebook Ads along with stories from family and friends,” they note, “Because Facebook Ads are placed in the stream of information people view on Facebook, they’re more likely to see your ads and take action.”

3. Content marketing. This tip definitely belongs in the “practice what we preach” category as we update our blog with a new entry every week. It’s important for us to provide online users with viable information that also helps us to develop greater opportunities for our website to be found in search engines. Google looks favourably upon sites that are regularly updated with new content. Click HERE for information on how to hire a talented blogger to update your site!

At SIClytics, we recognize the importance of knowing which of your online ad campaigns are encouraging the most phone calls to your business. That way, you’ll know which marketing methods deserve more of your advertising budget. We offer Call Tracking services that are capable of pinpointing the various advertising methods that generate the phone calls that come into your business!

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