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.

Feedback Needs To Go Both Ways In Call Centre Environments

We’ve posted many a blog about the importance of providing feedback in call centre environments. At SIClytics, we know that call centre managers have tough jobs. It’s up to them to keep their teams of phone agents motivated each and every day. And, as part of their jobs, they must provide the type of feedback that is able to both be critical of past performances and encouraging in order to produce better results.

Phone agents, however, deserve the right to provide as much feedback as they receive. After all, they’re the workers who are on the “front lines”, speaking directly to customers on a daily basis. If anyone knows how customers feel about the businesses they have relationships with, it’s the phone agents that have conversations with them. A smart call centre manager is always willing to hear what his/her agents have to say about the ways in which business practices can be improved.

It’s important to have an open door policy.

On Inc.com, Ilya Pozin explains that making call centre employees feel comfortable speaking with their superiors fosters more productive workspaces. She quotes Justin Beegel of Infographic World, Inc., who describes the open door policy he has at his business. As part of the policy, the company insists on a showcasing a mutual respect between all co-workers.

“It’s amazing how a simple ‘please’ and ‘thank you’ fares with employees,” says Beegel, “We simply speak to staff the way we would want to be spoken to. We also have an open-door policy when it comes to suggestions and ideas. When employees feel that their voice matters, they in turn feel confident about their positions in the company and that they have more at stake than just a paycheck.”

Senior management needs to be involved in the feedback process.

If you’re truly going to implement an open door policy at your place of business, employees from every level need to be involved. That includes senior management. It should go without saying that positive reinforcements from the “big wigs” can be quite motivational for your staff. CallCentreHelper.com believes that senior managers should get in on the act of passing along positive feedback.

“You don’t need to spend a lot of money to make your staff feel motivated and valued,” notes the site, “Quite often a telephone call from a senior manager congratulating a team member on a ‘good week’ is equally as effective as an offer of a training course or gift voucher.”

Utilize the right tools to provide the best feedback possible.

At SIClytics, we offer call centre managers the unique experience of being able to listen to the calls of their phone agents live and offer feedback while doing it! Our Live Call Monitoring service enables you to whisper information to phone agents without the other parties on the line hearing it. The service has been proven to both significantly boost productivity and improve customer satisfaction!

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 Strengthen The Call Centre Manager/Phone Agent Relationship

Call centre work can be gruelling. It isn’t the first time we’ve mentioned it and it certainly won’t be the last. At SIClytics, we have great respect for both phone agents and the managers who oversee their teams, knowing that they work within noise-filled, high-energy, often-hectic environments. Of course, the better that call centre managers are able to work with their phone agents, the more productive the business can be overall.

Are you a call centre manager looking to better your business? Here are three ways to strengthen the call centre manager/phone agent relationship:

1. Begin each day with a light-hearted morning meeting.

This is a simple, yet effective technique that will start each day off right. Naturally, it’s important to highlight the various priorities of your team each day. However, your morning meetings should be made up of as much friendly chatter as it is business-associated discussions. This will help to firstly, lighten the mood and boost the spirits of a potentially otherwise tuned-out audience.

But, secondly, it will encourage your team members to engage in conversations with you, making it easier to have open dialogue about various facets of the job. The more accessible you are to your staff members, the better the relationships will be. And strong relationships in the office enable you to offer feedback that will help to produce better results.

2. Schedule regular one-on-one feedback sessions.

Speaking of feedback, it’s absolutely mandatory within a call centre environment. A big part of a call centre manager’s job is to offer assistance that will help phone agents perform their jobs better. Some managers shy away from this, fearing that constructive criticism will dissuade their employees from trying harder. They fear that pointing out areas of concern will discourage their workers.

Not only is the opposite true (the vast majority of employees want to know how they’re doing), but the regular back and forth will help to grow senses of trust and respect within the call centre manager/phone agent relationship. Don’t forget that one-on-one feedback sessions are also excellent opportunities to get to know your employees better. They will help you to better understand how to communicate in ways that will serve to motivate them to perform at their best.

3. Equip your office with top-of-the-line equipment.

When your employees complain about their working conditions, it’s a reflection on you. To avoid this negative impression, be sure that your office is equipped with comfortable ergonomic chairs, well-functioning computers and cloud-hosted technology that make their jobs easier. We’re referring to such web-based telemarketing software as Lead DaFeeder which allows even the most inexperienced computer users to manage campaign dialing and dispositions.

We’re talking about a system that allows for one-touch dialing, doing away with the archaic practice of manually dialing phone numbers listed on pieces of paper. We’re speaking about an online filing system that enables your staff members to create and save valuable notes on each of their leads. We’re discussing a service that has been proven to enhance effectiveness, drive sales, improve customer satisfaction and provide insight into performance!

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

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.

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.

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.

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 Telemarketing Tips That Make Top Sellers


Your call centre is filled with talented phone agents who all work tirelessly to improve their sales numbers and improve their customer relationships every day. Or is it? Not every telemarketer is blessed with both the patience and know-how to overcome objections, close sales and grow your company’s customer base in the process. That doesn’t mean, however, that those who need a little assistance can’t turn things around.

Here are three telemarketing tips that make top sellers:

1. Limit the temptation to leave your work area.

Phone agents will sometimes use any excuse they can find to get up from their work stations. Bathroom breaks, grabbing snacks, talking to friends – these are all reasons that can draw them off the phones during the course of a day.

Now, let it be said that all of the above are necessary. Everyone deserves to freshen up, stretch their legs, eat and re-energize at different points during the day. The key, however, is for these little breaks to not happen so frequently. They will throw off the momentum of your telemarketers. To help keep them focused, insist that they keep necessities close at hand.

“One of the hardest parts of cold calling is staying focused and resisting the urge to leave your desk or take a break (formal or informal),” writes Will Gemma on Udemy.com, “This probably sounds simple…but stocking up on water, coffee and a snack or two really limits your break options.”

2. Make your script sound unscripted.

It’s of vital importance that you sound natural. You have to take into account the fact that many business owners are on the phone with people all day long – every day. And that includes other telemarketers! What is going to keep your lead on the line with you when he/she is used to hanging up on cold callers? It’s your natural, genuine approach to having a conversation that will do the trick.

On Virtual-Sales.com, Andy Dickens insists that you allow your phone agents to practice what they plan on preaching – so to speak. “Your callers should get plenty of time to rehearse and understand fully what they are calling about, and what they are hoping to gain from the call!” he exclaims, “There should always be room to deviate and improvise from the basic outline of the conversation, your operatives need the flexibility to react to what’s happening in the moment and not get hung up following a strict script.”

3. Make friends with “the gatekeeper”.

A telemarketer’s nightmare is continually getting a secretary on the phone when he/she is calling for the business owner. Many get frustrated at the sound of the wrong person’s voice over and over again. They get especially frustrated when that voice keeps saying that the party being called is “unavailable at the moment”. It’s important not to get too frustrated. When spoken to the right away, these gatekeepers can actually help you.

“The gatekeeper, of course, is the person (a secretary-type figure) who answers the phone when you call a business and decides whether or not they should put you through,” explains Gemma, “These people can be very tricky, but hating them will only sour your relationship…On the contrary, you should take advantage of the situation. The gatekeeper is likely to know a lot of valuable information…They are also likely to know whether or not your services are needed, or which competitor they are currently using, etc.”

At SIClytics, we offer a variety of excellent services that can help you to boost the productivity rates of your phone agents. Our Live Call Monitoring services allow you to instantly listen in, whisper or barge into the live calls that your phone reps are on. That way, you can offer feedback on the spot, vastly improving their chances to close sales and correctly answer questions.

As well, our Telemarketing Reporting services report on the progress of your telemarketers and track their results. For more information about these and other telemarketing-assisting services offered by SIClytics, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.