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.

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.

How The Happiness Of Your Call Centre Employees Is Good For Business


No matter what you sell, how you make your customers feel matters most. Customers value their experiences with the companies they choose to support. And, as a result, they will end up spending more money on pleasurable customer experiences – even if they could make the same purchases elsewhere. So, what does that mean for your business? It means you have to ensure that your customers are happy – and it all starts with the happiness of your employees!

How important is the happiness of your employees to your business?

Well, according to Joy Powers on YouEarnedIt.com, “unhappy employees…can be detrimental to your business. Not only are they less productive and absent more, if they end up walking out the door, you’ll be paying the price for months or years to come. Turnover costs are estimated to be from 30 percent of annual salary for an entry-level employee up to 400 percent of annual salary for a high-level employee.”

Why is the happiness of your call centre employees so important?

The first thing to remember is that working on the phones is unlike any other job. Your phone agents are required to speak to hundreds of people daily. In many cases, these are people your agents are speaking to for the first time. A call centre employee’s success in building rapport with complete strangers all day, each and every day, is based heavily on his/her emotional state.

If employee morale is down in your call centre, you are not going to have positive sales results. It’s just that simple. You need to make the working environment an enjoyable one to be a part of. Many call centres adopt the practice of running in-office games to inspire competitive natures among their workers. That way, they can both enjoy their work more and be motivated to achieve better results. On Inc.com, Jayson DeMers champions the act of making time for fun in the office and suggests non-work-related activities to brighten the mood of your employees.

“’Work’ and ‘fun’ are not mutually exclusive terms,” he insists, “You can inject some regular fun into the workplace without immediately ruining your chances at having a productive day…Break up the day with a little bit of fun and work won’t seem as much like work. A few minutes away from the desk can improve productivity for hours and provide consistent increases to morale worth far more than those few lost minutes of work.”

What can you do to boost the happiness of your call centre employees?

A huge part of boosting employee morale has to do with recognition. Acknowledging the jobs well done of your phone agent goes a long way in inspiring them to produce even better results. “Praise your employees at staff meetings, or take the time to thank them in a hand-written note,” advises Powers, “Whatever the message, the most important thing is that employees know that their hard work is noticed and appreciated.”

It’s also important to lead by example. It’s practically impossible to encourage the members of your staff to have positive attitudes if you don’t have one yourself. Everyone has come into contact with that stereotypical grumpy boss – don’t be that guy! “The best way to encourage positive attitudes throughout the company is to carry a positive attitude yourself,” believes DeMers, “Positive mentalities, just like negative mentalities, are contagious and compounding.”

At SIClytics, we also believe that it’s hugely important to equip your call centre staff with the technologies that will help to make their jobs easier. Our Lead DaFeeder, for example, is an innovative web-based telemarketing technology that enables one-touch dialing and the ability manage calling campaigns and dispositions. Not to mention, our Live Call Monitoring services enable call centre managers to provide the type of helpful feedback that is known to boost productivity.

For more information about any and all of our services, check out our product tour and please don’t hesitate to call us at 1-877-374-6003. You may also 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 New Year’s Resolutions To Make For Your Call Centre

Business people with headsets using computers in office
With a new year almost here, most business owners are considering ways in which they can improve their companies. Yes, it’s New Year’s Resolutions time! No matter the industry you’re in, you’re bound to want to increase profits and drive up customer satisfaction. Of course, that includes call centre businesses who know – arguably more than anyone else – what it means to focus on driving both sales and customer satisfaction.

Here are three New Year’s Resolutions to make for your call centre:

1. I’m going to publicly acknowledge my staff members more often. Please, don’t ever underestimate the power of employee morale. Injecting energy and enthusiasm into your phone agents should be something you do on a daily basis. Perhaps, you missed out on doing that in 2016. When the calendar flips over, it will be time to – likewise – turn over a new leaf.

Acknowledge the great work done by your staff at your meetings and reward those who perform at high levels. This will encourage other members of your staff to follow suit and work harder in order to achieve the same accolades. In many cases, it will be wise to offer bonuses and incentives to your top performers. But, most often, a pat on the back and a genuine show of appreciation will go a long way in keeping your phone agents motivated to perform at their best.

2. I will offer feedback more regularly to my phone agents. The SIClytics Blog has very often championed the need for call centre managers to provide helpful feedback to their staff members. Remember that “helpful” feedback can be either positive or negative. Constructive criticism, advice and helpful tips will always be necessary in the call centre environment. Phone agents often need assistance in order to continually get better at their jobs.

What call centre managers know better than most team leaders in other business types is that monotony can really wear on people. Sales agents who constantly hear objections need reminders that things will eventually pan out. By learning new ways to overcome objections more effectively, answer questions more concisely and handle customer complaints more calmly, your team members will be become more confident and therefore more productive.

3. I will supply my team with the best tools to do their jobs effectively. In many cases, a phone agent can only perform as well as the technology that he/she uses allows him/her. Are you still using age old telephone equipment and having your staff members manually dial their leads? Are you still recording your calls and listening to them after your phone agents have ended them? Perhaps, it’s time to invest in new phone equipment and phone services.

“The customer service agent is the essential starting point of a chain reaction that will determine how effectively the company will compete, grow or retain revenues, build customer loyalty, and keep existing customers in order to survive,” says Guy Tweedale on CallCentreHelper.com, “It is important that these agents are given the tools necessary to enable them to deal with your customers.”

At SIClytics, we’re happy to help you realize each of these New Year’s Resolutions. We offer a fantastic Live Call Monitoring service that allows you to listen in to live calls and whisper feedback to your phone agents while they are on them. As well, we offer Lead DaFeeder which enables you to create, assign and distribute lead campaigns to your team using a web-based system that also allows for one-click dialing.

For more information about these and any other service that we offer, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Happy holidays!

How Can You Make Life Easier At Your Call Centre?

Attractive young woman in suit sitting at call center office and working.
There’s no question that this is the busiest time of year for most businesses across Canada. As a result, it’s quite likely that the call volumes at your call centre have picked up. Needless to say, this can be stressful for your phone agents. Whether they are performing outbound calls or receiving inbound calls, it’s quite likely they are busier than ever. As a call centre manager, it’s your job to help your team to not lose its energy or slack on its dedication to excellent customer service.

What can you do to make life at your call centre easier? Start off with stepping up your feedback sessions. Always keep in mind that feedback is necessary for call centre agents. And we definitely mean both the good and bad kind. There really is no bad kind of feedback though. Constructive criticism and words of advice are important so that your agents can learn from their mistakes to become stronger at their jobs. However, you always want to offer words of appreciation for jobs well done.

Both types of feedback are needed to keep confidence levels high and performances at their best. The holidays are exciting times, but they can be stressful as well. With high call volumes, members of your staff can feel overwhelmed. When they get inundated with what feels like too many calls, it can impact their days in negative ways. People need breaks. Take your team members off of the phones for just a few minutes each day to provide them with some extra motivation.

How important are team meetings in the morning? During this time of year, those morning meetings are more important than ever. It’s wise to keep the moods of your staff members as positive as possible. The holiday spirit is something you need to inject in each member so that they are encouraged to do the same when they’re on the phone. The key to securing customer satisfaction is having the same type of high quality customer service every time your customers call.

It shouldn’t matter who your customers speak to, the type of customer service being received should be at the same high level. Morning meetings help to get everyone on the same page. Encourage your agents to share their concerns, ask questions and even offer up their own tips and advice. The more you encourage teamwork and team building in the morning, the easier everyone’s days should be.

How important is it to utilize modern calling technology? It should come as no surprise to you that, at SIClytics, we believe that the software you use to make your phone calls is of paramount importance to the success of your call centre. We offer a fantastic service known as Lead DaFeeder. It’s an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions.

Lead DaFeeder rethinks how web-based technology can help small and medium-sized businesses manage their telemarketing, customer acquisition and political survey strategies. It delivers a feature-rich set of processes that enhances effectiveness, drives sales, improves customer satisfaction and provides insight into performance.

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

3 Tips For Training New Call Centre Employees

Manager explaining something to his employee in a call centre.
During the always-busy holiday season, customer service is more important than ever. Not only are most customers generally in a rush to get the information they need, there are generally a lot more of them calling your centre in order to get it. Your team needs to be regularly motivated in order to handle the influx of calls that they’re bound to get in the weeks to come. In last week’s blog, we listed a few key ways to keep your team of phone agents motivated.

In this week’s blog, we’d like to take a look at some ways you can train new hires to become part of your already-motivated team. It’s not uncommon for business owners to hire seasonal staff in order to help manage the higher call volumes that are in keeping with the holiday season. If you’re one of those business owners, you’ll need to step up both your hiring and training regimens this week.

Here are three tips for training new call centre employees:

1. Be clear about company goals and directives so as to empower decision making. The best call centre employees are the ones who are able to make sound decisions on behalf of the company. Of course, you’ll want those decisions to be based on what is best for your business. When you properly educate your new hires about your company goals and directives, they will be given the confidence to make decisions without asking for assistance.

“An agent that is provided with the appropriate tools to empower them to make decisions on behalf of the company is crucial,” says Miruna Mitranescu of Aircall, “A highly trained agent with the power of decision will not only ensure higher customer satisfaction, but will also enable single call resolution and thus result in a more positive customer experience. It’s all about encouraging agent buy-in, not only into the value-driven service their employer is providing, but also buy-in to the client brand that they are representing.”

2. Incorporate on-the-job experience. You can keep your new hires in a classroom for a week or two to provide them with as much information as they can handle. Or you can give them on-the-job training. Which of the two do you think will be more effective? There’s nothing like experience to give someone the confidence to do his/her job the right way. Sure, there may be some bumps in the road, but the actual performing of the job will help your new hires to be better equipped for their roles over the long haul.

“Handling calls during the initial training session is an activity that cannot be eliminated from the curriculum,” insists Mitranescu, “It is imperative that the new hires receive practice handling real-time calls. There is no substitute for this experience. Role-play is good, but real call handling is essential. Trainers should make sure that equipment works and is available for each ‘real-time’ call handling session. Operations should make this a priority.”

3. Listen to the calls being taken by your new hires. Once the official training sessions have been completed, be sure to not have your new hires feel like they are being thrown to the wolves. Monitor the calls of your rookie phone agents so that they can be given feedback about how they are handling questions and complaints. This will be an important step in making them comfortable with their abilities in their new positions.

Mitranescu recommends that you encourage upper management to listen to calls and praise your agents for their jobs well done. This will go a long way in boosting both employee morale and confidence. “It’s really important that he upper management team takes time each week to listen to calls and publicly praise the recognised agents with maybe a certificate or gift card for example,” she suggests, “The gents will feel incentivised to do their best.”

At SIClytics, we are big believers in the providing of regular feedback. Our Live Call Monitoring services allow call centre managers to listen to phone calls live and as they happen. In addition to monitoring, managers can whisper information to their agents to help them resolve potential issues on their calls. This helps to improve overall customer satisfaction and employee performance.

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 Ways To Keep Your Phone Reps Motivated During The Holiday Season

Customer service operator on Christmas back with present
We only have a week left in November. Unbelievably, the holiday season is practically here! In the business world, the holiday season is already here, as stores all over Canada are welcoming larger numbers of customers every day. This will be especially true in a couple of days when Black Friday takes over the nation. The needs of shoppers to get their hands on highly-sought after items at significantly reduced prices are never greater than on this day.

Your customer service representatives will likely be experiencing an increase in call volume as well. Whether their job is to make outgoing calls or to take incoming calls, the next several weeks will be among their busiest of the year. Is there a reason to have them step up their customer service skills during the holiday season? You bet there is! Arguably, there’s no better time to keep your team of phone agents motivated than right now.

Here are three ways to keep your phone reps motivated during the holiday season:

1. Encourage teamwork. As a business owner and/or call centre manager, it is your job to lead. But you won’t always be available throughout the entire work day to provide leadership to your team. It’s important, therefore, to encourage the leaders on your staff to be there for its other members when help is needed. Developing and nurturing a team comprised of individuals who feel that they can depend on each other will help for their interactions with your customers to be a lot stronger.

According to Shauna Geraghty on TalkDesk.com, this is especially true during the holidays. “Sometimes, resolving customer support issues over the holidays requires a team approach,” she writes, “When agents need a little help from their colleagues, encourage them to use call conferencing and warm transfers. Doing so will ensure that holiday callers aren’t blindly transferred from agent to agent and will reduce call duration – both of which will increase customer satisfaction.”

2. Have team meetings in the morning. Beginning each work day with a team meeting should be commonplace in your call centre. But during the busy holiday season, it will be especially important to inject some holiday cheer into your phone agents each morning. Not only will they need the additional motivation to get through their busy days, but you’ll want them to pass along that cheer to your callers in order to secure customer satisfaction.

On his customer service blog, customer service expert, Shep Hyken champions the practice of morning meetings during the holiday season. “If ever there was a time for a team meeting before you opened every day, this is the time,” he insists, “Get employees excited about the prospect of breaking sales numbers, but delivering great service along the way. Talk about what happened the day before and plan to repeat the good and avoid the bad.”

3. Offer regular feedback. As mentioned earlier, your team needs you. When you offer encouraging words of support, it can go a long way in keeping your team motivated even throughout the busiest work days of the year. However, you’ll also need to provide constructive criticism when necessary to strengthen the team in areas where they need help. At SIClytics, we offer the perfect tools to help you to provide feedback!

Our Live Call Monitoring services allow you to instantly listen in to live calls, giving you the option to either whisper information to your phone agents without the other parties hearing or barge into the live calls to take them over when they need to be escalated. 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.