Customer Service Over The Phone Is A Whole Other Animal

When you’re speaking with customers over the phone, you don’t have the benefit of facial expressions, hand gestures and body language to communicate your points. These non-verbal forms of communication are often heralded as the most potent ways to get a point across.

So what can you do to ensure that you are communicating effectively when the person you’re speaking to can’t see you?

Put yourself in your caller’s shoes.

The first thing you can do is pretend you’re the other person. How would you like to be spoken to? Consider the tone of voice you’re using so that nothing you’re saying comes off as offensive. Be mindful of the words you’re using so that nothing is taken out of context. Don’t forget that you’re a customer too. Your first rule of thumb should be to provide the type of customer service that you would want to receive yourself.

“If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you,” says Nancy Friedman on TelephoneDoctor.com, “What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

Laugh it up!

Keeping in mind that body language won’t help you when you’re on the phone, it’s important that the sound of your voice is constantly pleasant. You know what helps with that? Smiling. You may even want to take it one step further and laugh a little bit. Cracking an appropriate joke or two will not only help you to enjoy your work day more, but it will improve the overall customer experience.

“Laughter will lighten the load,” insists Friedman, “Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.”

Be empathetic.

Remember that you can’t frown or show your concern by the look on your face during a phone conversation. As important as it is to keep things light-hearted, not every call is going to be a jovial one. When a caller indicates that he/she has had an unpleasant experience, it’s incredibly important not to pass over the revelation as if it were some insignificant detail. Expressing empathy is a hugely important part of providing excellent customer service over the phone.

“Empathy is the ability to understand or feel what another person is experiencing,” explains Pascal on Userlike.com, “Showing empathy in customer service is essential, because it shows the customer that you care. Jumping straight to the fixing part can make you appear unsympathetic.” Empathy, he later adds, “creates an emotional connection and trust, and shows the intrinsic willingness to offer support.”

At SIClytics, we are big proponents for excellent customer service over the phone. We offer unique services that allow for business owners and call centre managers alike to both monitor and track the progress of their phone agents. For more information about our Telemarketing Reporting and/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 Benefits Of Monitoring The Calls Of Your Phone Agents

As a call centre manager, it’s your job to ensure that your team is running like a well-oiled machine. And to ensure that you’re using enough of the right oil, you need to be on top of the performances of each member of your team. It’s not an easy feat, is it? Depending on the size of your call centre and/or the size of the team you manage, you may not be able to monitor each of your employees on a regular basis.

However, the importance of call monitoring in a call centre environment cannot be understated. There are numerous benefits to monitoring the calls of your phone agents. Here are four:

1. It will significantly boost employee morale.

Believe it or not, your agents want your help. They need to know what they’re doing wrong just as much as they’d like to hear what they’re doing right. Don’t forget that offering praise when it is due is a big part of your job as well. When you listen to calls and are able to pinpoint excellent examples of customer service and/or effective sales techniques, it gives you opportunities to publicly applaud the efforts of your well-performing agents. This provides a motivating factor for everyone on your team.

2. It will help to improve performance.

Naturally, an important reason to monitor the calls of your agents is to discover areas where they need some help. When listening to their calls, you’ll be able to quickly ascertain whether or not they are answering questions correctly, providing accurate information about your products and services or successfully overcoming objections to sales pitches. Offering your feedback based on what you hear, of course, will help your team members improve their performances going forward.

3. It will increase customer satisfaction.

One of your most important goals is to grow your customer base and to have it include people who are only too happy to work with your business. One way to do that is to ensure that each and every one of your phone agents is adept at providing friendly, knowledgeable service. When you monitor calls in order to correct some of the mistakes made by your agents, you’ll inevitably get everyone on the same page. This will help for excellent customer service to be provided across the board – resulting in increased customer satisfaction.

4. It will grow your sales.

At the end of the day, your goal is to generate greater revenue for your company. A call centre that works like the aforementioned well-oiled machine is bound to do that. Without monitoring the calls of your phone agents, you won’t know exactly how to improve performances in order to maximize the potential for them to make sales. Your expertise goes a long way. By offering your feedback following the monitoring of your calls, you will build a stronger sales team.

At SIClytics, we proudly offer Live Call Monitoring services that enable you to listen in to calls live and as they happen! The service also allows you to whisper information to your agents while they are on their calls and barge in on the calls if absolutely necessary. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Recalling The Keys To A Telemarketer’s Success

Telemarketing is an industry that requires the most committed of individuals. This is especially true for those who work for businesses that employ cold calling techniques to generate leads. Such telemarketers need to have strong customer service skills. In fact, that’s an understatement. Cold callers need to have the best customer service skills in the business!

As we’ve pointed out in a blog or two in the past, telemarketers face a lot of rejection on a daily basis. Hearing “no” is something that they can’t be dissuaded by. A strong telemarketer is aware that he/she will have to overcome objections the majority of the time. The best know, however, that to overcome objections, a focus must be placed on the customer relationship – more so than the product or service that is being sold.

Focus on customer needs instead of hard selling.

“Customers don’t buy products or services,” informs Susan A. Friedmann on TheBalance.com, “They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.”

This is why it’s important for sales reps who work on the phone to focus on the specific needs and wants of their potential customers and not the products and services themselves. In other words, pitch what you’re offering by placing emphasis on the benefits your customers will receive. It will make each call sound less like a sales pitch. Providing solutions to problems, as Friedmann mentions, is a key to both higher sales and greater customer satisfaction.

It’s all about listening.

How do you get to truly know your customers? Ask questions. But be sure to allow them time to actually answer. Listen to what they have to say and make note of important details. When you personalize your products and services in ways that make them appear to be made specifically for the customer you’re speaking to, you’ll be well on your way to increased success.

“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” advises Friedmann, “Beware of making assumptions – thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?”

Don’t forget to smile.

Yes, even when you’re on the phone, a smile can have a huge impact on a conversation. When you’re smiling, your tone of voice automatically becomes more pleasant. Believe it or not, smiles can be “heard”!

“If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy,” reports SkillsYouNeed.com, “Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.”

Looking for ways to ensure you’re employing top telemarketers?

Contact SIClytics for more information about our Telemarketing Reporting services which allow you to report your telemarketers’ progress and track their results. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why Should You Invest In Call Tracking For Your Business?

Allow us to answer the question posed by this week’s blog title by confirming the very definition of call tracking. Call tracking is a method of discovering exactly where your leads are coming from. When phone calls are made to your business, it’s important to know what generated those phone calls. Was it your radio spots? Your online banners? Your billboards? Your flyers? Your television commercials? Your print ads? Wouldn’t it be great to know which of your advertising methods is producing the most leads?

With call tracking, you’re able to associate each of your campaigns with unique phone numbers. That way, you’ll be able to track how many calls come from each source. Call tracking is one of the best possible ways to pinpoint your returns on investment (ROI). Especially because Canadian businesses continue to generate so much business over the phone, it’s advantageous to spend marketing money in the areas that will produce the best results.

What makes call tracking so important for Canadian businesses?

According to Andrew Foster on Adster.ca, 70 percent of a Canadian company’s inbound lead sources are generated by phone calls. Web forms and other sources make up the remaining 30 percent. “Even if your website has an online appointment request form, many new customers will make their initial contact over the telephone,” he informs, “Yet remarkably few Canadian businesses are analyzing inbound phone calls to learn more about the performance of their advertising.”

It’s also important to know that many online users will see click-on ads and choose to call the company instead of clicking the ad. On RingDNA.com, Jesse Davis admits that his work experience has proven to him that most of a company’s lead generation takes place over the phone.

“When I worked as an agency marketer, it was common for me to work with clients that were closing 50% or more of their business through inbound calls generated from marketing efforts,” he reveals, “By using call tracking, I could adequately take credit for all of those leads and make smarter advertising decisions as a result.”

What do you miss out on when you’re not utilizing a call tracking service?

Your leads may go missing. Call tracking technology ensures that each and every one of your valuable leads is kept in a data base that will enable you to revisit your phone calls in order to close sales. Davis recalls a time before call tracking was available when his business was missing out on opportunities.

“Without call tracking, leads that call have a tendency to fall into a void,” he writes, “Leads names might get written down on a notepad by a receptionist and subsequently tossed in the trash. I’ve seen it happen. Heck, early in my career, I was even the one writing leads’ names and numbers down on a notepad. Let’s face it, most companies not only fail to log every hot lead, but they also don’t ensure that every qualified lead gets a call back.”

What makes SIClytics’s call tracking services the best?

We have developed a robust system that focuses on analyzing conversion, compliance and functionality. The goal of SIClytics is to bring fortune 500 features and functions to small to medium sized businesses. In short, 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.