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.

The Importance Of Listening To Your Telemarketers’ Calls Live


To a call centre manager, listening to the calls of his/her telemarketing staff is a regular part of the job. However, in the past, playing back call recordings was the standard way to monitor performance. Shortly after the calls were completed, call centre managers would listen back to pick out any instances when some assistance would have been helpful. The benefits to listening to call recordings included the ability to pause and rewind parts of the calls to ensure what was being heard.

The drawbacks, however, were many. Not the least of which was the fact that problems that may have occurred during the phone calls weren’t resolved during the first points of contact. Had the calls been listened to live, the call centre manager may have had the opportunity to step in right away, offer the required additional assistance and leave the customer with a much better taste in his/her mouth about his/her interaction with the company.

What are the major benefits of listening to calls live?

Well, let’s begin with the obvious. Immediate help is the best kind of help you can get. Customers appreciate when their questions are answered, their concerns are addressed and their problems are resolved – right away! Having to wait for a call back or even having to be placed on hold can be enough of an annoyance to send a customer to the competition. To vastly improve customer satisfaction, live call monitoring is practically mandatory.

Let’s not forget that with the immediate feedback you’re able to provide your phone agents, you’re bound to improve their performance. Arguably, there’s no better way to be better at your job than to learn on the job. By receiving help right away, your agent will be better equipped to handle similar situations in future – unassisted. Not to mention, phone agents tend to be on their toes when they know their managers are listening to their calls live.

Live call monitoring increases your phone agents’ credibility.

Better agent performance is just one of the many reasons that live call monitoring is so important. Improved efficiency, cost savings and increased credibility are other benefits to listening to your telemarketers’ calls live. On LinkedIn.com, U.K.-based entrepreneur, Chris Walthew explains that live call monitoring helps you to hear the credibility of your telemarketers on the phone.

“Regardless of your product/services, you want to ensure that the telemarketer representing your company is credible,” he writes, “Do they have enough knowledge of your company? Are they maintaining the level of professionalism that you expect from anyone representing your company? Through live listening, you can double check that the telemarketer is representing your company well.”

At SIClytics, we provide Live Call Monitoring services that enable you to instantly listen in to the live calls of your phone agents to hear what’s happening in real time. You can also use the feature to whisper information to your phone agents without the other parties hearing it. As well, the service allows you to barge into live calls in the event that they need to be taken over!

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

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.

The Benefits Of Monitoring, Whispering And Barging In

At SIClytics, we proudly offer call centre business owners and managers an innovative Live Call Monitoring service that serves many functions. It displays the names of the callers and callees as well as the call durations and directions. As well, the revolutionary service allows managers and trainers to monitor calls live, whisper information to their phone agents and even barge in to the calls if absolutely necessary. The benefits of such a form of call monitoring are many.

What is the benefit of monitoring the calls of your phone agents live?

It’s important to know how well your phone agents are performing. But, as they say, time is money. In the past, call recordings gave call centre managers the ability to monitor the calls of their staff members after the calls were completed. That means that potential mistakes made during those calls could not be corrected at the times they were being made.

This only served to have employees continue to make those same mistakes on subsequent calls until proper feedback was given in order to remedy those errors. On Chron.com, Chris Miksen highlights the importance of being able to offer immediate feedback. “Monitoring employees gives you the opportunity to watch for mistakes and errors throughout the workday,” he writes, “When you see an employee make an error, you may immediately confront the employee about it or bring it up during the employee’s performance review.”

What is the benefit of being able to whisper information to your phone agents during their calls?

Speaking of the importance of immediacy, the “whisper” portion of our Live Call Monitoring services enables call centre managers to help their phone agents nip problems in the bud. By whispering information during the live call, a phone agent can correct his or her path by properly answering questions or adequately addressing concerns.

The “whisper” feature eliminates both the need to put a customer on hold and the need to call a customer back in order to have time to locate accurate information. By providing on-the-spot feedback, you give your employees better opportunities to close sales and improve overall customer satisfaction. It’s important to note that whatever you whisper to your phone agent will not be detected by the party on the other line – a highlight of the Live Call Monitoring service.

What is the benefit of being able to barge in to phone calls?

Previously, an escalated call required a phone agent to put a customer on hold in order to contact a manager or supervisor in order to take over the call. This hold time was sometimes enough to irritate a customer even more. The “barge in” portion of our Live Call Monitoring service speaks to the importance of immediacy once again.

By being able to take over a call right away, you allow for your expertise to do the talking. Your experience will help for the customer to de-escalate his or her concerns instead of having your phone agent potentially worsen the situation. This is especially true if you find that your phone agent is intentionally misleading a customer. Monitoring your employees is an important way to weed out dishonest employees, says Miksen.

“Dishonest employees, as well as employees who believe the rules don’t apply to them, may break company rules when management isn’t around,” he points out , “By constantly monitoring employees, you might catch those who willingly violate company policy and immediately employ disciplinary action.”

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 Benefits Of Monitoring Employee Performance

Why is it so important to monitor the performances of your employees? Most business owners and managers would likely phrase the question a different way: Why wouldn’t you monitor the performances of your employees? Naturally, you always want to make sure that your employees are performing at their best. And, this is certainly true within a call centre environment where there are many opportunities to assist phone reps thanks to the numerous calls they make every day.

Monitoring employee performance has many benefits. Here are three:

1. It assists new hires with getting over their learning curves.

It’s hard to dispute that the employees who require the most amount of monitoring are the ones who are brand new to your business. After their training periods, you’ll want to make sure that you are paying close attention to their progress, or lack thereof. On Chron.com, Ruth Mayhew explains that when a new hire joins your workforce, it’s imperative that you take measures to acclimate them to their new roles.

“Employers generally provide guidance and closer oversight during the employee’s first few months of employment,” she writes, “During this time, your employee will likely encounter a learning curve. Learning new processes, meeting colleagues, participating on work teams and becoming accustomed to company policies and rules consume a great deal of time. Effective department leaders observe new employee performance so any deficiencies can be addressed right away.”

2. It boosts employee morale which, in turn, boosts productivity.

It’s widely known that the happier the members of your staff are, the better they will perform their duties. By monitoring your employees’ performances, you demonstrate an active role in their development. This helps them to feel secure in their roles as employees in your company, knowing that you support their wishes to be important contributors.

Joan Henshaw of Performance Objective Now believes that monitoring the performances of your employees shows that you appreciate them. She notes that it demonstrates how important you consider their work to be and how much you value their contributions to your business. “After all, why would you bother monitoring employee performance if you didn’t think that performance was valuable?” asks Henshaw, “I guess you wouldn’t. When you monitor performance you pay attention to your employee’s work and that, in itself, is motivational.”

3. It helps to improve customer service.

The most successful business owners provide their employees with all of the tools necessary to perform their duties effectively. This includes ample product and service knowledge. That way, business owners can be confident that the individuals they’ve hired to communicate directly with their customers are well-versed and competent. As Mayhew puts it, customer service and employee performance are interrelated.

“When your employees provide excellent customer service, they are exceeding job expectations,” she points out, “The popularity of your service or product is based, in part, on the level of service your customers receive. For businesses that provide services, your reputation is based almost solely on your employees’ performance. When your organization identifies its goals, consider the impact of performance management and employee performance.”

At SIClytics, we proudly offer Live Call Monitoring services that help call centre managers and owners to easily and effectively monitor the performances of all of their phone agents. With our incredible Live Call Monitoring services, you can both listen to live calls and whisper on-the-spot feedback to your reps during their calls. 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 Providing Feedback To Call Centre Employees


A call centre employee is a very special individual. And, it can be argued that he/she doesn’t get enough credit. It’s certainly not easy to be on the phone for the majority of your work day. And this is especially true for call centre phone agents who make outgoing calls in efforts to generate sales. The word “no” is the most popular one they hear. So, the ability to overcome rejection becomes a big part of their jobs.

As a result, call centre managers have the very important job of keeping their phone agents motivated and energized. Providing regular feedback, therefore, is one of the most important daily tasks. Feedback comes in all forms. A call centre manager must offer tips and advice to help improve the performances of their agents while also offering words of appreciation, encouragement and acknowledgement of jobs well done.

When is the most appropriate time to deliver feedback?

You know the saying “there’s no time like the present”? That’s the best way to answer that question. Immediacy is key. When you monitor the phone calls your reps are taking, you get immediate understandings of how well or poorly they’re performing. There’s really no time to waste if you find areas of concern. It’s best to provide the feedback right away so your reps can improve on their very next calls.

“The best time for feedback is right away or as soon as possible after the event,” insists Carolyn Blunt on CallCentreHelper.com, “If it’s positive and you see it, then say it. If the agent is still on a call, a thumbs (up) and a smile may seem cheesy, but it sends the message very clearly that they are doing well. Critical feedback should be given one on one but in a way that seems natural. Rather than calling them into an office, see if you can speak to them on their own while getting a cup of coffee or walking to the break room.”

How important is body language and tone of voice when providing feedback?

Being a good communicator entails being able to convey a message that creates an intended result. If you want your phone agent to feel confident that he/she can perform his/her duties better after a feedback session, you’ll need to make sure that he/she hasn’t been made to feel intimidated or ridiculed. Be very mindful of your body language and tone of voice to convey both respect and your desire to help.

What are the most important aspects of feedback in a call centre environment?

Blunt insists that the three most important aspects of training are that it needs to be measurable, memorable and motivational. Feedback should be results-focused. Making it measurable means that you are looking for your phone agents to meet specific targets as a result of their training sessions.

Feedback should also translate into new behaviour, says Blunt. To make it memorable, phone agents must quickly put their training into action so that they can retain what they’ve recently learned. Feedback must also inspire energy and involvement. To make it motivational, it must be something that phone agents look forward to. “Training that is motivational will be most effective in creating new behaviour that can result in better performance,” she writes.

At SIClytics, we offer call centre managers and owners opportunities to provide feedback in ways that were previously unavailable. Our incredible Live Call Monitoring services enable you to listen to live calls live and as they happen. It functions as an excellent feedback tool as it also allows you to whisper information to your agents without the other parties hearing you!

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

Making Customer Satisfaction One Of Your Top Resolutions


On behalf of the entire SIClytics team, we’d like to wish you all a very happy new year! Here’s hoping your 2017 has already gotten off to a great start. If you ask us, we believe we have a pretty good idea about how to make this year your most successful one yet. Our experience has shown us that businesses can significantly increase their sales when they focus on customer satisfaction!

You see, customers know that they have options. What you have to offer is likely available through other merchants. So the question is – what makes your brand stand out from all of the others? It all comes down to how you make your customers feel. Prioritizing your relationships with them over pushing sales down their throats will help you to not just retain customers, but gain even more customers in the process.

After all, word spreads. And with social media being as popular as they are today, word spreads fast! So, it’s important that you do your part to continually focus on making your customers happy. This shouldn’t be all that difficult. In fact, one of the best ways to increase customers’ happiness is to develop stronger personal bonds with them. We know – it’s business, not personal, right? Well, in 2017, that isn’t necessarily the way it works anymore.

“Of all the ways to increase customer satisfaction and maximize customer retention, personalization is one of the most powerful strategies,” insists Tyler Banfield on SurveyMonkey.com, “Customers are more likely to be comfortable with businesses who know them and address their needs. Given the fact that it’s easier than ever to manage and use customer information, your company should always be looking for new ways to make every customer feel important, and that what you’re offering is specifically tailored to them.”

Learning how to address the specific needs of your customers shouldn’t be all that difficult either. When you drum up conversations with the people who support your brand, you’ll find that it’s easy to learn what interests them. And, if you’re not sure, simply ask! There really is no harm in directly asking probing questions to learn what you can do to make your customer satisfied with his/her experience with your brand.

“Rather than guessing what customers want from your business, ask them,” advises Chris Miksen on Chron.com, “Since most customers probably won’t want you to grill them in the store, ask them to take a quick survey before they leave. To increase the chances of getting the survey returned, offer a prize, such as being entered into a drawing to win $500. Ensure the survey is brief but includes enough information so you can make improvements to your business.”

At SIClytics, we offer call centre managers and owners opportunities to find out exactly what their customers want through our Live Call Monitoring services. This enables you to listen in to live calls being taken by your phone agents. It functions as an excellent feedback tool as it allows you to whisper information to your agents without the other parties hearing you!

By helping your phone reps during their calls, you greatly increase your company’s ability to handle customer questions and complaints during the first points of contact. And this works wonders for improving customer satisfaction! For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Steps To Bettering Your Business In 2017

Progress Arrow in New 2017 Year Sign on a white background. 3d Rendering
2017 is almost here! But before we officially offer you our best wishes, we thought it wise to offer some suggestions about how you can truly have a happy new year. Running a call centre is no easy feat. Each and every day, you have many responsibilities that involve motivating your team of phone agents to boost sales and elevate customer satisfaction. But, you also have to work to ensure that your company is making the most out of its advertising dollars.

Is there a way you can improve upon all of that in the new year? Here are three steps to bettering your business in 2017:

1. Focus more strongly on ROI. Making the most out of your advertising dollars means having a strong handle on which of your marketing methods are driving the most calls to your centre. Is it your billboards? Your flyers? Your radio spots? Your magazine ads? Your website banners? Your social media interactions? Your television commercials? If you’re investing in any or all of the above mentioned methods, you may not be sure which is the most successful.

At SIClytics, we offer Call Reports & Analytics that come complete with depth graphs, charting and reports of your incoming calls. With our services, you’ll be able to determine which of your advertising methods are bringing in the most business to your company. That way, you can focus your energies (and marketing budgets) on the advertising avenues that are the most successful. This will improve your returns on your investments.

2. Provide better feedback to your phone agents. No call centre can be successful without a manager who is regularly providing his/her team members with feedback. This is because call centres are working environments that require high energy and regular sources of motivation. A happy staff is a productive staff. So providing positive reinforcements will go a long way in helping to generate sales.

Of course, providing helpful tips and advice is also necessary so that your team members learn from their mistakes and regularly improve upon their performances. SIClytics’ Live Call Monitoring services provide you with the tools to be an expert feedback giver. With them, you can instantly listen in to calls live and as they happen. You may also whisper information to your agents without the other parties hearing, or even barge in on the calls to take them over when absolutely necessary.

3. Take advantage of modern technology. Gone are the days when phone agents needed to manually dial the phone numbers of their leads. Also gone are the days when phone agents needed to write down information on pieces of paper in hopes of keeping neat and accurate files for their clients. Today, web-based technology allows for click-of-a-button dialing and the ability to maintain client files online.

SIClytic’s Lead DaFeeder doesn’t just allow your team members to easily dial their leads, but it also allows them to keep accurate notes within files for each of their clients. As well, the campaigns loaded into the system – by you – help for your phone agents to focus on particular industries in specific locations at the right times of the day. Calling a restaurant during the busy lunch hour, for example, can be avoided by having such leads placed into campaigns that are loaded for contact during later hours.

All of the above mentioned services are available to you in order to help make 2017 your most successful year yet! For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Happy New Year!

The Importance Of Focusing On Customer Satisfaction

Confident smiling businessman having a phone call on his smart phone
It should sound like a “no brainer” to even suggest that focusing on customer satisfaction is the most important aspect of any business. But not all business owners think alike. There are those that believe that sales are king. As long as product is being shipped out the door, then all is well. However, great products alone don’t always necessarily lead to customer satisfaction. Consumers require an enjoyment of their interactions with the companies they support.

This is especially true during the busy holiday shopping season when customers are regularly making calls to businesses to inquire about the various products they wish to buy as holiday gifts. Questions about delivery dates, return policies and number of items in stock are abound. If you run a business where over-the-phone customer service is performed, it’s of vital importance that customer satisfaction be your focus.

How does a focus on customer satisfaction promote loyalty? Well, let’s consider the fact that the items you are offering the general public may be available from a number of other businesses. If that’s the case, what is separating you from your competition? Sure, you may offer a “higher quality” option. But if the interactions with your customers don’t outshine those made between your competitors and members of your target audience, you may stand to lose customers.

“Customer satisfaction is a gateway to earning loyalty,” says InfinitContact.com, “Measuring customer satisfaction and loyalty are like comparing apples to oranges because the former is a function of attitude while the latter goes much deeper. Loyalty is a belief that was formed from having a customer encounter good experiences from your brand. Ensuring that a client is satisfied with every point of interaction is a process that leads to loyalty down the road.”

How does a focus on customer satisfaction prevent customers from leaving you? As mentioned earlier, consumers cherish their experiences with the companies they do business with. It’s important for people to feel valued and appreciated when they spend their money. If you’re under the impression that good prices are the best ways to keep customers, you’re mistaken. Signs of respect and gratitude go a long way in holding on to your supporters.

“The main reason for attrition is not changes in your price points, but bad customer service experience,” InfinitContact.com informs us, “The good news here is that as long as you pay attention to your customer’s needs and continue to ‘wow’ them by exceeding their expectations, it’s easier to justify price increases when the time comes.”

How does a focus on customer satisfaction grow your company’s reputation? Never forget the power of word-of-mouth promotion. Disgruntled customers are quick to spread the word about how badly they’ve been treated. And with social media being such powerful forces these days, word can spread quicker than ever! As InfinitContact.com points out, “negative word of mouth can be a death knell to a company, especially in today’s wired and interconnected world. It’s so much easier to spread negative reviews on various platforms.”

At SIClytics, we offer business owners who run call centre environments a fascinating Live Call Monitoring service that allows them to keep on top of the performances of their phone agents. If you’re focused on customer satisfaction – as you should be – this service will greatly assist you in your ability to provide feedback to your phone agents so that they maintain the same focus.

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