5 Major Benefits Of Using A Call Tracking Service

The concept of call tracking uses different phone numbers for each of your online and offline marketing campaigns. In other words, it’s a system by which you use one number for your billboards, another for your radio spots and another for your online banner ads. Which number generates the most calls to your business? Call tracking is what will give you the answer!

As you may have already surmised, the benefits of using a call tracking service are many. Here are five major ones:

1. It helps you to track your ROI.

Quite obviously, when you discover which of your marketing campaigns are driving the most calls in to your business, you’ll better determine how to spend your advertising dollars going forward. Tracking your returns on investment is huge in the saving/making money game. By ceasing certain ad campaigns that aren’t particularly working and investing more into effective strategies, you will ultimately generate better profits.

2. You’ll discover your peak hours.

Call tracking doesn’t just help you to figure out which of your advertising campaigns are the most effective. It also informs you of the times when the most amount of calls come in to your company. By knowing the times of each day when you receive the most calls, you can better schedule the shifts of your staff members. Clearly, manning your phone lines with an adequate number of phone agents is imperative to providing optimum customer service.

3. It helps you to better train your staff.

Call tracking services also provide call recording capabilities. This enables you to properly monitor calls in order to pinpoint areas of concern in the performances of your phone agents. Providing helpful feedback, as you’re likely aware, is an incredibly important part of providing excellent customer service. Ensuring that each member of your team is fully equipped with the knowledge necessary to answer questions and quell concerns is of key importance to your company’s overall success.

4. It allows you to document customer trends.

Which products generate the most interest in your customers? Which of your services do they find the least helpful? These and other questions can be answered through the use of call tracking technology. You’ll also learn about the issues that each of your customers face and gain a better understanding of how your company can help to resolve them.

5. It provides you with accurate information about your callers.

Okay, allow us to break it down. At SIClytics, our Call Tracking services provide you with a lot of useful information. It includes the total number of calls you receive and how many of them were answered versus missed. It also informs you, not only of the duration of each call, but of how many of your calls lasted under one minute, spanned 1 to 2 minutes or lasted over three minutes.

With our Call Tracking services, you’ll also learn the average talk time per answered call, the day that generates the most calls, how many calls you get in an hour, the number of calls you get each day of the week and the number of calls generated from each Canadian province!

To take advantage of our Call Tracking services, please don’t hesitate to call SIClytics 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.

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.

Finding Ways To Locate The Best New Hires For Your Call Centre


Call centre employees are generally comprised of enthusiastic individuals who are driven to close sales and create memorable customer experiences. Phone agents are especially mindful of the importance of developing strong relationships with their customers, knowing that repeat business is a huge part of what makes them successful. But, needless to say, not all call centre reps are created equal.

There’s something to be said about the individual who is able to foster and develop strong relationships with customers over the phone. It’s a special skill. After all, when you’ve never met a person face-to-face, but can say that you’ve developed a strong rapport with that individual, you’ve demonstrated a fascinating talent. There are, of course, a number of talents you’re looking for in an individual that you plan on hiring to be part of your call centre.

Do your job applicants have what you’re looking for? What are the most important aspects of a candidate for your call centre?

Look for excellent communicators.

This should probably go without saying. But hiring managers in call centres should pay extra special attention to the ways in which their job applicants speak – both over the phone and during face-to-face interviews. How do they articulate themselves? How pleasant are their tones of voice? Good communicators aren’t just good speakers, they’re great listeners as well.

On BlueOcean.ca, Cathy Biddulph highlights the importance of listening skills in a call centre agent. “Although good listeners can be difficult to find, hiring an agent with excellent listening skills nearly guarantees their success in the voice channel,” she insists, “So don’t ignore the importance of the Auditory element in off-phone channels such as email, chat, or social media.”

Look for people who are detail-oriented.

As you’re well aware, a call centre agent will be on hundreds of phone calls on a daily basis. Being able to keep track of the various leads and differentiating them between potential customers and completely disinterested parties will be helpful in boosting sales and providing overall customer satisfaction.

Paying attention to detail is key in a call centre. And, as Chris Fields points out on SmartRecruiters.com, a phone agent who lacks attention to detail can cause a company a lot of problems. “Most jobs require attention to detail but in the call centre it’s amplified because one wrong, misused or missing word or step could cause a different problem,” he explains, “Poor documentation could lead to duplicate work, and future training process tougher.”

Look for tech-savvy workers.

It’s 2017. It shouldn’t be too hard to find job applicants who are up on the latest technologies. This isn’t to say that you need computer wizards to run your phone lines. However, it would certainly be helpful to your organization to find candidates that are logical and able to process information using your computer software.

“Digital people are systematic and work well with a laid-out process,” says Biddulph, “These digitally-driven agents enjoy solving problems and are primed for navigating complex processes.”

At SIClytics, we know the importance of having talented call centre agents to help make your business successful. We’re also very proud of the fact that our fortune 500 features and functions such as our Call Tracking and Live Call Monitoring services help to make call centres all over Canada a lot more successful.

Take our product tour for more information. And, if you have any questions, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why Your Company Should Take Advantage Of Call Tracking

What is call tracking?

Call tracking is a service that enables you to determine which of your marketing campaigns are bringing in the most business to your company. By discovering both the successes and failures of your advertising strategies, you will be able to better determine future marketing budgets. Not only does this help you to save money by not advertising using unproductive avenues, but it helps you to focus your energies on the areas where you are bound to draw the most attention from consumers.

Call tracking programs generally attach unique phone numbers to various marketing campaigns that are all forwarded to your proper business phone number. With each unique number being assigned to a different marketing campaign, it makes it fairly simple to determine which number is being used the most by your callers. Naturally, this helps for business owners to get clearer indications of which ads are producing the most profits.

What are the measurable metrics from call tracking?

They include the volume of calls, when the calls came in, where the calls came from, the length of the calls and conversion rates. Because online marketing is so popular these days, there are also metrics that are measured based on online link clicks. Call tracking measures PPC landing page performance. This refers to “Pay Per Click” ads found online that takes visitors directly to the company websites being advertised.

Call tracking also helps you to measure the skills of your phone agents. How successful are they in converting your callers into paying customers? “The information available from call tracking can also help you measure the effectiveness of your sales and marketing team,” says website developer, Christopher Mazurk on WebsiteMuscle.com, “By examining who converts the most leads, you’ll have a valuable yardstick to measure the success of your staff and learn from their performance.”

How does call recording enhance the effectiveness of call tracking?

Mazurk goes on to mention that the “the call may be recorded for quality assurance” message that you often hear when contacting companies by phone provides an excellent way for said companies to monitor the performances of their employees. With call recordings, call centre managers are able to get great insight into the sales tactics used by their phone agents.

Sales and marketing expert, Lance Weatherby believes that call recordings are among the best ways for companies to learn about their customers as well. He believes that the first and most obvious benefit of call tracking is the ability to listen to your customers firsthand. That way, you’re able to identify the specific things that can make them happy. This works wonders in boosting customer satisfaction.

“You’ll also be able to better qualify leads and determine which callers require more attention in order to turn them into loyal customers,” writes Weatherby on the Kissmetrics Blog, “In addition, call recording allows you to listen in on your employees and their interactions with leads and customers. By honing in on your sales team’s conversations with callers, you’ll be able to better analyze their tactics and identify areas that require attention to increase conversion rates.”

How can SIClytics help you with your call tracking efforts?

We proudly offer Call Tracking services that are able to specify which of your advertising methods generate the most phone calls to your business. By understanding which of your marketing strategies are the most lucrative, you will be able to better manage your overall advertising budgets for years to come. This will vastly improve your ROI!

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.

How Important Is ROI To Your Business?

Midsection of businessman holding ROI (return on investment) with upward moving arrow at table
Forgive us for the trick question that has been posed by this week’s blog title. Perhaps, we should have asked the question a different way. Is there anything more important than ROI for your business? At SIClytics, we think not. And that’s because your returns on your investments can literally make or break your business. We’re talking about the easy-to-digest concept of making more money than you spend. It’s truly the only way for a business to succeed!

This is why we consider it so important for companies to track their returns on investment. As Sandi Smith Leyva points out on Intuit.com, “tracking ROI can help us measure how profitable a past expenditure has been. It can also help us objectively evaluate the potential profit of an expenditure we may be considering…Using ROI, we can learn from past purchases to get smarter about future ones.”

She goes on to note that many entrepreneurs are so well-versed in their respective industries that they often “go with their gut” when making business decisions. And while Leyva doesn’t completely dissuade business owners from trusting their instincts, she believes that applying ROI can help them to choose their spending options wisely.

“Managing and tracking ROI will help us avoid purchases that may be influenced by unwarranted optimism,” she writes, “As entrepreneurs, we tend to be very positive, hopeful people. ROI can help us make decisions that are more grounded for our businesses, so that we are not purchasing every ‘bright and shiny’ object that comes along and promises to make our lives and businesses better.”

It all comes down to getting your money’s worth. Simply put, it’s important to ensure that the money you spend on growing your business actually grows your business. To know if you’ve truly done this or not, Leyva suggests that you take a few steps before spending your money. Firstly, she advises business owners to list all of their costs including their time spent as well as the revenue that can be directly attributed to the items being evaluated.

She also recommends that you list all intangible benefits and costs and compare your revenue to your costs. “Are you in the black or in the red?” Leyva insists you ask yourself. Finally, consider future years to see if it turns around in years two and three and continue to use your gut instincts when making your spending decisions.

At SIClytics, we agree that using ROI can make your business more profitable in a short amount of time. This is why we offer Call Tracking services which are able to specify which of your advertising methods generate the most phone calls to your business! As explained, it’s important to be able to pinpoint which of your marketing strategies encourage the most phone calls to your business. By understanding which advertising methods are the most successful, you can better manage your overall advertising budget for years to come, improving your ROI!

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.

3 Ways To Market Your Small Business Online During The Holidays

depositphotos_34097593_m-2015Can you believe that the holiday shopping season is nearly here? Although we’re not yet halfway through October, it’s the right time to begin thinking about the ways in which you wish to market your small business for the impending holidays. Needless to say, business is about to pick up. However, it’s important to not assume that, simply because more Canadians will be out shopping over the next couple of months, you’ll automatically boost your sales.

You’ll have to ramp up your efforts to get shoppers to come specifically to your business for their holiday shopping needs. In 2016 (almost 2017!), it should be a no-brainer to consider using online methods of marketing for your small business. With the internet being so widely used on a daily basis by so many Canadians, it only makes sense for your small business to strengthen its online presence this holiday season.

What are the best ways to market your small business online during the holidays? Here are three ideas:

1. Create a holiday-themed YouTube video. It’s no secret that people use social media each and every day. YouTube just so happens to be one of the most popular social media platforms out there. Not only can your video help to advertise your new holiday sales, promotions, discounts and in-store events, but it can help to drive traffic to both your website and physical store for many months to come!

This is because YouTube videos have the potential of going viral. The more innovative you make your video, the better the chances are that people will share it on their own social media platforms. Be sure to post your video on your Facebook and Twitter pages among your other profiles and don’t forget to show viewers how fun, original, approachable and inviting your brand is.

2. Include holiday-themed words in your website’s content. Blogs just like this one can help quite a lot with getting people to land on your website when Googling for places to shop during the holidays. And that’s because of all of the extra holiday-themed terms that will appear on your website. It’s all about the magic of content marketing, communicates Adam Binder on CreativeClickMedia.com.

He recommends that you adjust your SEO strategy to include holiday search terms such as “holiday sale” and “free shipping” among many others. “Make adjustments in your blog posts and content, on page SEO and backlinks,” he writes, “Pay attention to what keywords currently drive the most traffic to your website, and nurture holiday version of those. In addition, the holidays are a great way to branch out in regards to your web traffic audience.”

3. Begin a holiday email campaign. Reach out to your current customers by letting them know how much you appreciate their business. Of course, a warm holiday greeting will be a great reason to send an email in the coming weeks as well. Be sure to highlight your best products and services and offer up reasons why coming to your business is the right choice. Keep in mind that your previous customers are the most likely to support your brand again.

It’s wise to offer them special discounts and bonuses to show how much you appreciate their support. You may even want to incentivize them to bring family members and friends to your store by offering significant benefits for their referrals. That way, you’ll foster a larger number of shoppers during the holiday shopping season that you know will have been recommended by others who already have good impressions of your business.

At SIClytics, we know how important it is to pinpoint which of your online marketing strategies are encouraging the most phone calls to your business. By understanding which advertising methods are the most successful, you can better manage your overall advertising budget for years to come. Our Call Tracking services are able to specify which of your advertising methods generate the most phone calls to your business!

For more information, 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.

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!