Is There Such A Thing As Providing Too Much Positive Feedback?

You’ll never hear us advise a call centre manager to refrain from providing positive feedback to his/her phone agents. At SIClytics, we’re strong believers in promoting energetic working environments where morale is kept high. As the vast majority of employers are well aware, a happy staff is a productive staff. So, you can never really do enough to keep the people who work for you in good moods. Or can you?

Is it possible to give too much positive feedback?

According to Charles Rogel on Decision-Wise.com, it’s important to mix it up. Positive feedback is necessary. An employee engagement survey conducted at Rogel’s business found that most managers are poor at providing recognition and this leads to employee disengagement. However, employees do need structure, assistance and forms of feedback that help them know how to improve upon their performances.

“Ideally, to optimize engagement and motivation, managers should provide five compliments for every criticism,” recommends Rogel, “Recognition fails if it is not sincere or relevant. Forcing a compliment for the sake of recognition is transparent and will cause more harm than good. On the other hand, by focusing on seeing the good people do and by providing sincere compliments (even for expected work), you will brighten days and reinforce positive behaviour.”

For feedback to be effective, it must be sincere.

Perhaps, the idea isn’t to limit the amount of positive feedback you give, but to ensure that it is provided only when appropriate. If a “good for you” or a “job well done” is handed out for every little thing your employees do, the recognition won’t mean as much. It trivializes the importance of their work. Furthermore, it gives your office that kindergarten appeal where everyone gets a “sticker” for participating in an activity – not exactly the makings of a successful workforce.

Randy Hain of The Huffington Post agrees that positive reinforcements are necessary, but not at the expense of constructive criticism that can help employees stay on their toes. “Encouragement itself is not a bad thing,” he writes, “But too much encouragement, plus the absence of candid advice, can potentially cripple the job search efforts of the friends we care about and ultimately delay them finding employment.”

Look at praise the way you would look at food or medication.

Sound like a strange request? Well, consider the fact that we all need to eat nutritious foods to live healthfully. And when absolutely necessary, we may require medicine to overcome ailments. Of course, in these cases, too much of anything is bad for you. We can only eat so much. And, of course, no one should take more meds than is prescribed. According Mark Tyrell, on Unk.com, it’s the same with giving praise.

“What strength of dose is required?” he asks, “How often should it be administered? Constantly praising someone to the skies can make them addicted to praise. Addiction to praise can be as destructive in its way as any other addiction. It can make you incapable of doing anything effectively without your ‘fix’.”

At SIClytics, we offer Live Call Monitoring services to help call centre managers learn exactly how much feedback is necessary to give their phone agents. Whether it’s positive reinforcements for strong performances or words of advice to help better their work, feedback is a necessary part of every employer’s job.

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

3 Main Benefits That Call Tracking Provides Your Business

Imagine if you could create a unique phone number specifically for the purpose of measuring how strong a particular marketing campaign was. That way, you could easily track just how many calls came into your business thanks to that specific campaign. If you could do that, you’d be able to save tons of money by not investing in advertising strategies that produced low returns. Of course, you could also boost profits by budgeting more of your marketing dollars into strategies that work!

Well, guess what? Such a service does exist! Call tracking allows you to forward unique phone numbers to your standard business number so that no matter which of your numbers are dialled, the calls will come into your office. Because each of the numbers represents a different marketing campaign, you’ll know which ones are providing you with the best returns on investment. And, as all business owners know, a strong ROI is definitely good for business!

Call tracking offers your business a number of benefits. Here are three of the main ones:

1. It provides you with valuable statistical information.

Call tracking does a lot more than simply count the number of calls a particular phone number receives. It provides your business with measurable metrics that offer you a much clearer picture about which of your ads are producing the most profits. Such metrics include the total number of calls that come into your business – split into the number of answered calls and the number of missed calls.

Call tracking also measures the length of the calls, separating them into such categories as under one minute, one to two minutes and over three minutes. A call tracking service also measures the average talk time per answered call, the day of the week when the most calls are generated and how many incoming calls your business gets by the hour, the date, the day of the week and even which provinces the calls come from.

2. It helps you to strengthen overall customer satisfaction.

Call tracking systems enable you to record the calls that come into your place of business. What that does is a) allow you to broadcast a message that indicates that the “call may be recorded for quality assurance”, thus assuring your caller that customer satisfaction is a high priority, and b) give you the opportunity to monitor the performance of your phone agents.

Naturally, listening to the calls taken by your reps helps you to determine both their strengths and their areas of opportunity. Providing feedback, as all call centre managers are aware, is integral to the overall success of your brand – not to mention its reputation. The more assistance you’re able to provide your employees, the better they will be able to do their jobs (read: please your customers!).

3. It gives you the freedom to operate your business as usual.

Sensibly, you’ll be using the metrics discovered by your call tracking system to implement changes to your advertising strategies. However, in the meantime, you don’t need to change a thing! Utilizing a call tracking program allows you to sit back and allow the calls to come into your business – wherever they may be coming from.

Call tracking is an incredibly convenient way to determine just how successful (or unsuccessful) your various advertising methods are. Which one is producing the best results? Your radio spots? Your billboards? Your online banner ads? Your television commercials? Your call tracking service will answer that!

For more information about the effective and inexpensive Call Tracking services offered by SIClytics, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Integral Techniques Top Phone Agents Use To Make Customers Happy


Conducting business over the phone requires special skills. Individuals who know how to manipulate their tones of voice while providing accurate information make up the most skilful of phone agents. Of course, there are many other tricks to the trade that a talented phone agent must have. But there are some integral techniques that every single person who works on the phone must use if they wish to make their customers happy.

Here are five:

1. Paying attention to detail.

This truly is a skill. It’s requires a lot more than simply listening. It involves a keen sense for what your customers need and want. Someone who has experience on the phone often gets a good understanding for how to interact with customers based on his/her previous interactions with like-minded clients. Picking up on certain patterns and habits enable the best phone reps to anticipate requests and appropriately manage concerns.

2. Displaying empathy.

The best phone reps never forget that they are dealing with other human beings on the phone – not numbers, not dollar signs, not opportunities-for-bonuses – human beings. As a result, they engage in meaningful conversations that add to the overall customer experience. They also express concern and sympathy if their clients are going through tough times. This relationship-building skill goes a long way in keeping customers happy.

3. Owning up to mistakes.

Talented phone agents make clear that they too are human. And, as we all know, humans make mistakes. Owning up to them makes all the difference in the world in the making-customers-happy game. Making excuses and avoiding responsibility is a great way to turn customers off. The best phone reps know exactly how to apologize and make up for errors. That way, they both maintain and grow their lists of happy clients.

4. Going above and beyond the call of duty.

Customers appreciate receiving those “little something extras”. Sometimes, the smallest gestures and have the biggest impacts. Going the extra mile for a customer can be as simple as wishing “good luck” when knowing a client has an important event up ahead. It can also take the form of a money-saving gesture such as the offering of free shipping or a freebie in a forthcoming delivery.

5. Under-promising.

Smart phone reps know never to dig themselves into holes by offering things they can’t guarantee. Take, for example, the date by which a shipment is supposed to arrive. Talented agents, who know that the product will be there by Friday, tell their customers that it will arrive “by early next week”. When the product comes “early”, the customer is pleasantly surprised and generally happy to have entrusted the business that sent it.

At SIClytics, we know how important it is for call centre managers, all across Canada, to employ the strongest of phone agents at their companies. As a result, we offer innovative services that enable them to monitor performance and track the results of their reps. Those services include Live Call Monitoring and Telemarketing Reporting. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Employee Morale And Customer Satisfaction Go Hand In Hand


It’s not hard to conclude that in order to truly satisfy your customers, you need to have happy employees. After all, with your customers regularly interacting with the members of your phone staff, it should go without saying that positive experiences will only be had if all parties are in pleasant moods.

“Employees shape the experience a customer has with your company each time they have contact, making employees the most memorable voice of your brand as they constitute the actual brand,” says Maggie Kalahar of ForeSee Results, “It’s people who ultimately deliver your brand promise. It does not make a difference what you tell your customers about your brand if those who actually encounter the customer don’t deliver the values consistently.”

Sufficient training is a key ingredient to a happy and productive staff.

No matter the job, employees like to know what they’re doing. They need to feel confident that they are capable of handling their everyday tasks. When your agents feel as if they haven’t been given all the tools of the trade, they will lose enthusiasm towards their jobs. The worse they feel about their roles, the less successful they will be in making their customers happy.

“Each company has different values and goals, so it’s crucial that employees understand exactly what is expected of them and how they need to go about doing it,” says Michael Miller of The McQuaig Institute, “They must be able to adapt to certain behaviours – face-to-face customer approaches or phone training –in order to keep customers happy. Every employee of a company must follow these same protocols and have the passion to succeed. Otherwise, service can suffer.”

It’s important to diminish stress levels in your working environment.

It’s no secret that working the phones is a hard job. Your call centre reps take hundreds of calls every day. And not every one of them will be with cheerful individuals. Managing customer complaints while attempting to keep sales numbers high is a juggling act even the most talented of salespeople can have trouble with. It’s up to you to introduce stress-relieving services in your place of business.

“Access to any services aimed at stress reduction, such as message therapy, may prove popular among workers, helping to boost morale,” informs Miller, “Discount membership at an exercise club or swimming pool may also help employees develop more low-stress lifestyles.”

Never underestimate the power of feedback.

Your employees need to know how they’re doing. Schedule regular feedback sessions so that you can offer sound words of advice as well as appropriate praise for jobs well done. Acknowledging the successes of your staff members will encourage them to strive for even better results. And providing tips when necessary will help them to avoid repeating past mistakes.

At SIClytics, we provide call centre managers with the perfect feedback tool! Our Live Call Monitoring services enable you to instantly listen in to live calls to hear what’s happening in real time. As well, you can use the feature to whisper information to your phone agents without the other parties hearing it. This immediate form of feedback works to boost both employee performance and customer satisfaction on the spot.

Finally, our Live Call Monitoring services enable you to barge into live calls in the event that they need to be taken over. If you’re looking to boost both employee morale and customer satisfaction, a stronger ability to provide immediate feedback is key. For more information about or Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

4 Reasons To Use Telemarketing To Grow Your Business


Telemarketing often gets a bad rap. For many Canadians, just hearing the word “telemarketing” can make them cringe. And that’s because it arouses memories of being interrupted at dinner by random phone calls from people attempting to sell products they have no use for. But, here’s the truth about telemarketing: It’s not the nationwide disturbance that some people think it is. In actuality, it’s a lead-generating, sales-making, results-providing business-booster!

No, not everyone a telemarketer calls is going to agree to make a purchase. But why would telemarketing even exist if it didn’t provide business owners with positive results? As call centre managers across Canada have long known, telemarketing is a powerful and cost-effective marketing tool. Consider the fact that the only real business expenses associated with telemarketing are the salaries of the phone agents and the phone bills.

There are, of course, other reasons to use telemarketing to grow your business. Here are four:

1. It provides your company with direct feedback.

There are few things more valuable to a business than direct feedback from customers. What better way is there to discover the needs and wants of the members of your target audience? Getting information “straight from the horse’s mouth” is a fantastic way to realign marketing campaigns, improve customer service and develop new products and services.

2. It connects people with other people.

Today’s consumers place a lot of importance on their relationships with the businesses they support. They know they have options, so when making the choices to support particular brands, they consider the ways in which those brands make them feel. Telemarketing puts a live human voice on the phone with another live human. There is a genuine interaction that is enabled, thus legitimate relationships are forged.

“Speaking directly to someone is the best way to engage your customer,” says Andy Dickens on Virtual-Sales.com, “Placing a human at the forefront of your sales initiative gives your business a voice, and allows you to establish a customer relationship…You can answer questions, or address any reservations that the customer may have about working with your company. You then understand your prospects better, and identify ways that you can upsell your services.”

3. It expands your sales territory.

A lot of businesses have no choice but to market their products and services to local communities. Banking on the fact that people who live in the surrounding areas of their places of businesses will support them, merchants dump advertising dollars into campaigns that only reach a select number of consumers. Telemarketing, on the other hand, enables companies to “open their doors” to customers nationwide and even across the world!

4. It provides immediate results.

When you throw a lot of money behind elaborate advertising campaigns, there is an inevitable waiting period that results. The hope, of course, is that in a short amount of time, customers will respond to the ads. However, with telemarketing, businesses are able to secure immediate responses. Sales are made on the spot, during the calls, eliminating the prolonged process of sitting and waiting for your marketing efforts to work.

At SIClytics, we recognize the importance of telemarketing in the building of businesses all across North America. We also understand just how important it is for call centre managers to have their teams of phone agents be successful. As a result, we proudly offer Telemarketing Reporting services that report on the progress of telemarketers and track their results.

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