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.

The Importance Of Promptly Returning All Of Your Phone Calls

Smiling businessman having a dialogue on the phone

Sometimes, the smallest little things can have the biggest impacts. For example, you may think that not returning a phone call promptly isn’t all that big a deal. “I’ll get to it eventually” is a thought that has likely run through many a mind of the young entrepreneur. However, placing little importance on the necessity to quickly return phone calls can have massive repercussions for your business.

Why is it so important to return phone calls promptly? Firstly, and most obviously, it gives a bad impression of your business. The impression is that it cannot be relied upon to provide expedient service. In today’s world, people expect things fast. Consider the fact that just about any individual with a smartphone can Google a question and have it answered within seconds. This is what you’re competing with.

When you neglect to return important messages shortly after receiving them, you give your clients and prospective customers reasons to seek assistance elsewhere. Chances are that they will receive speedy service from other businesses. Unfortunately, not everyone is adept at returning messages quickly. And this is why it’s important to understand just how imperative it is to your company’s bottom line.

How can taking too long to return messages cost your company money? As we alluded to before, customers have options. A simple Google search for businesses in your industry will often generate quite the list. It’s of vital importance that you’re able to make excellent impressions on first-time callers so they don’t choose your competition over you. Naturally, your busy schedule won’t always allow to answer all of your calls. But the quicker you get to responding to the messages left for you, the better impression you will give.

Returning calls quickly shows that you are dependable. It also shows that you are accountable for the promises you make. Consider the instances when you have already spoken to customers about particular requests and have agreed to call them back when those requests have been met. It should go without saying that people don’t like waiting. So remember that while you’re working, your customers are waiting.

For most consumers, the length of time you take to call them back after their last conversations with you can mean the difference between them working with you again or not. A reputation of being unreliable may be unfairly placed upon you. And it would all be because you took too long to call your customer back. But what constitutes “taking too long”? That’s up to you and your customers. Be sure to establish an expected time when you plan on returning their calls.

How can you ease the minds of customers who are waiting on returned calls? Be sure to leave detailed information in your outgoing phone greeting. For example, if you’re going to be out of the office for an entire day, be sure to inform your callers of that so they understand that you may not return their calls until the next day. If you are speaking to a customer live, be sure to provide them with a date and time when they will hear back from you. And be sure to stick to it!

At SIClytics, we’re very well aware of the importance of promptly returning phone calls for all business owners. For this reason, we have introduced our Missed Call Notifications services to help busy entrepreneurs never miss out on opportunities to follow up on their missed calls. After all, the first step to being able to return phone calls promptly is to know that they were missed in the first place!

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

The Many Hidden Benefits Of One-Touch Dialing

Businesswoman wearing headphones touching a symbol

The easier you’re able to make life for the members of your staff, the better your team will perform. It seems like a simple logic. But it’s not one that is implemented as often as you may think. As a result, some call centre managers experience the frustration of having teams that aren’t performing to the best of their abilities. Such call centre managers, by the way, are often the ones that have their phone agents performing manual dials to make their calls.

By today’s standards, that is an archaic practice. There are many reasons why your phone agents shouldn’t be manually dialing phone numbers that they’re reading off sheets of paper. The first, and perhaps most obvious, is the time that it takes to punch in each and every digit. Consider the fact that each Canadian phone number is ten digits long – including area codes, of course. Multiply that number by the number of calls each phone rep makes per day.

How much time do you think your team is spending dialing numbers during the course of a work day? Let us fill you in – regardless of the amount of time, it’s too much! There is a way to circumvent all of that time wasted and significantly increase the productivity of your call centre staff. It’s called the Lead DaFeeder Dialer! And one of its most significant functions is that it provides you with one-touch dialing.

The Lead DaFeeder Dialer is a simple web-based telemarketing software that makes call management very easy. It has greatly improved the ways in which small and medium-sized businesses manage their telemarketing, customer acquisition and political survey strategies. Rich with features, this awesome service is known for both increasing sales and improving customer satisfaction.

How does one-touch dialing provide so many benefits? In addition to the time being saved by not having to manually dial numbers, the Lead DaFeeder Dialer also allows your staff members to keep comprehensive notes about each of their clients. That way, when the lead is dialled in future, the phone agent making the call will have access to information that will help for the call to go a lot smoother.

Imagine the difference between attempting to decipher scribbles on random pieces of paper and easy-to-read notes on a computer screen. The Lead DaFeeder Dialer effectively works as on online filing system that categorizes leads using various dispositions. Being able to separate “not interested” parties from those who may have simply been busy the last time calls were made to them helps for your phone agents to adequately navigate through their most important leads.

When it comes to saving time, the Lead DaFeeder Dialer isn’t just a time-saver by way of offering one-touch dialing. It also assists your team in spending more time calling potential clients and less time annoying disinterested contacts. This great service also allows you to upload your own campaigns. For example, you can easily have your staff contact members of specific business types of your choice when you have industry-specific campaigns.

Your reps can also schedule either “public” (anyone on your team can make the call) or “private” (made only by the rep who made the previous call) callbacks. This significantly increases the potential of getting a lead on the phone, as specific times and dates can be set to meet their times of availability. If you’re running a call centre, the Lead DaFeeder Dialer can certainly help for it to perform at its best!

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

5 Reasons Providing Employee Feedback Is So Important

Suited man talking to a young woman across a desk

Just how important is it for you to give your employees feedback? Well, let’s put it this way – it couldn’t be more important! Research has shown that employees are much more engaged in their work when they feel that their managers and supervisors appreciate their efforts. Feedback, of course, isn’t just about telling employees what they’re doing wrong. It’s also very much about praising jobs well done.

To provide your employees with adequate feedback, it’s important to be attentive to their strengths and weaknesses. Monitoring calls becomes a huge part of an office manager’s job, as it helps to pinpoint both strong points and areas of concern. Commending employees for their excellent work is every bit as important as assisting employees with the areas of their jobs that require improvement.

Here are five reasons providing employee feedback is so important:

1. Many employees don’t feel appreciated at work. According to Jeff Fermin of OfficeVibe.com, 39% of employees feel this way. That means that they are a lot more likely to not care about their overall work performance. Furthermore, your business is susceptible to a much higher turnover rate if its team members feel as if their contributions don’t matter. Be sure to offer your employees the kind of feedback that expresses your appreciation.

2. You will inspire higher rates of productivity in the office. Workers are a whopping 30 times more likely to be actively engaged at work when managers focus on their employees’ strengths, says Fermin. There’s nothing like some good old encouragement to motivate your team to improve upon the work they’ve done. And, arguably, there’s no better way to encourage your team than to highlight how excellent they’ve performed for you in the past.

3. Your employees want feedback. Don’t assume that your team members don’t want to hear from you. When you manage an office that incorporates a team setting, you can get stuck in the mind frame that it’s best to “leave well alone”. But it isn’t. Fermin reports that 65% of employees want more feedback than the amount that they’re currently getting. To keep your team members on track, offer regular sit-down sessions to let them know how they’re doing.

4. The majority of employees will slack off when they get no feedback. Offering no feedback is the equivalent of saying you don’t care. If your employees never hear from you – whether it’s for positive or negative feedback – why should they assume that anything they do is of any consequence? An overwhelming 98% of employees fail to be engaged when managers give little to no feedback, reveals Fermin.

5. Employees work harder when you appreciate them. It’s that simple. Show your team members that their efforts matter and they will give you more effort. Fermin reports that 69% of employees say that they would work harder if they felt their efforts were better recognized. The importance of giving employee feedback cannot be understated. Evidently, the more you give, the better your business will function!

At SIClytics, we offer Live Call Monitoring services that allow call centre mangers to instantly listen in, whisper feedback to their phone agents or even “barge” into the live calls as they’re happening. We also offer a Live Call Feeds service that allows you to visually monitor call activity as calls are happening. Both are excellent tools for providing your employees with adequate feedback.

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

How Do Analytics And Graphs Help Your Business?

okt75-05All business owners want to know that their money is being spent wisely. And when it comes to advertising, this is an especially touchy subject. That’s because, for a long time, business owners have never been entirely sure exactly how impactful their marketing efforts have been. Employing a number of resources such as print ads, flyers and radio commercials, entrepreneurs often metaphorically throw marketing attempts at the wall to see what sticks.

At SIClytics, we proudly help our clients to see which of their marketing efforts are sticking. And we feel that the best way to communicate this information is through our Call Tracking services. By being able to determine which advertising sources prompted the phone calls that come into your business, you’ll be better able to determine where your advertising dollars should be spent and where they should be saved.

What else does SIClytics specialize in? We also provide our clients with analytics and graphs to help them keep accurate track of the amount of calls and types of calls that come into their offices. You may have noticed that providing such a service has helped us to formulate the name of our company. And this is because we believe strongly in our ability to clearly showcase the successes and opportunities for improvement had by our clients.

What do our analytics and graphs show our customers? They show the total number of calls that come into your business and differentiate them by charting the numbers of answered calls, missed calls, calls under one minute, calls lasting between one and two minutes, calls over three minutes and the average talk time per answered call. Our analytics and graphs also help our customers to discover which day of the week generates the most calls to their businesses.

In addition, our reports also chart incoming calls by hour, by date and by day of the week. They also reflect the number of incoming calls that come from each Canadian province. As well, SIClytics’ analytics and graphs present charts that reflect calls versus time spent on those calls, call distribution versus talk time and average call duration. As you can imagine, our services give business owners clear cut information about how successful their call centres are and can be.

Why is it so important to chart the types of calls that come into your business? No matter the type of business you run, providing top-of-the-line customer service should be one of your main priorities, if not your most important concern. As well, you obviously want your customers to continue to support your brand to improve your bottom line. The better you know how to service them over the phone, the better the reputation of your company will be, and the more money you’ll make.

By clearly charting the specifics of each of the calls that come into your business, you’ll be able to pattern your customer service practices around certain trends. Knowing how popular your company is in particular provinces, for example, may encourage you to cater your services in such a way that it meets more specific needs of that customer base. Shortening call times in an effort to serve a greater number of callers may be another decision you arrive at based on the information you receive.

At SIClytics, we’re dedicated to helping your business to be better. We also understand that reading analytics and graphs may be a fairly new concept to you. And we’d be only too happy to help you through what we know will become an easy process. For more information, please don’t hesitate to contact us at 1-877-374-6003.

How Does Live Call Monitoring Improve Customer Service?

Smiling young African-American businessman in a call center

Being the manager of a call centre is hard work. You have a long list of employees to be responsible for and most often a very busy, noise-riddled working environment to conduct business in. Call centres can provide great results if the phone agents who are hired to work the lines are enthusiastic, motivated and well-trained about the products and services they’re offering. However, they always need your help.

No matter how talented your phone agents are, they will inevitably require a little assistance. As a call centre manager, it’s your job to ensure that your team members have received adequate training and get regular feedback. You’re no different than the coach of a team. As a leader, you need to provide motivation as well as tips and pieces of advice that speak to your expertise in your chosen industry.

This is what makes call monitoring so important. Listening in to the calls of your phone agents is definitely the best way to discover how to help them become better at their jobs. Being able to listen in and make notes of some of the missteps they may be taking will help you to guide them in new, more productive directions. Addressing such concerns as tone of voice, following the script and being able to answer questions effectively are all important.

At SIClytics, we offer a fantastic Live Call Monitoring service that allows you to monitor calls live and as they happen! As well, this great feature gives you the opportunity to jump in on the calls, if necessary. That way, you’ll be able to both train your phone agents by leading by example and avoid the potential loss of disgruntled clients all at the same time. Our Live Call Monitoring service also offers “whisper” capabilities that allow you to speak to your rep without having the customer hear you!

Let’s look at a few ways that monitoring improves customer service:

It allows you to resolve issues quicker. Think about those situations when calls need to be escalated to managers such as yourself. By listening in to the call before it get transferred to you, you’ll be able to already ascertain what the concern of the caller is. That way, you can more quickly address and resolve the issue before it gets any worse. Customers will appreciate your attention to detail and ability to provide expedient service.

It enables your staff to increase sales. When you’re able to whisper messages into the ears of your phone agents while they are on the calls with their clients, your team will be better equipped to highlight the benefits of the products and services you offer. The type of live feedback our Live Call Monitoring service allows for will help to minimize hang ups and reasons for your reps to have to call clients who wish to “think it over” back.

It helps your team members to build rapport with their clients. Being able to whisper helpful advice to your reps will simply make them better customer service representatives. In some cases, your help may mean the difference between securing a long-time customer and losing one forever. Whispering great tips will make your reps more adept at answering questions correctly. And this makes customers happy!

At SIClytics, we offer solutions that simply help to make businesses better. We know what it’s like in call centre environments. And generally speaking, call centre managers and their phone reps could use all the help they can get! Regular feedback fosters stronger phone agents and increased sales. It’s been proven. For more information about our Live Call Monitoring service, please don’t hesitate to contact us at 1-877-374-6003.

Introducing The Lead DaFeeder Dialer!

Portrait of happy smiling customer support phone operator in headset at office

At SIClytics, we firmly believe in tracking progress and measuring performance. Of course, the fact that we offer North American business owners a fantastic call tracking service encourages us to feel this way. However, it’s our history working with business owners from a wide variety of industries that has helped us to understand just how important it is continually study the successes and failures of a company.

Why should the word “failure” not scare anyone in the business world? We believe the word should be recognized as a synonym for “opportunity”. After all, what better way is there to learn than to make mistakes? Our call tracking service enables business owners to figure out where there may be opportunities to learn from certain mistakes. Investing your money into solid lead-building ventures is a huge advantage to utilizing our call tracking services.

We’re also quite proud of our Lead DaFeeder Dialer. It is especially beneficial for businesses that employ numerous representatives to work their phones. Instead of having them manually dial their customers (an archaic practice, by today’s standards), the Lead DaFeeder Dialer automatically contacts leads with the simple click of a button. This cloud-hosted service creates, assigns and distributes leads to your team, making your call centre much more efficient.

How can the Lead DaFeeder Dialer make your company more efficient? Firstly, it doesn’t just save your phone agents a lot of dialing time, it also serves as an online filing system. Each lead is saved as its own specific file that can have notes attached to it, making future calls to each lead made a lot more professional. Leads can be placed into categories so that your employees have better understandings of the business types they’re calling. Specific notes help for each of your reps to better manage each call.

That way, when a lead pops up on your agent’s screen, he or she will quickly receive any pertinent information that was received the last time the lead was called. This transitions the entire concept of cold calling into “warmer” interactions. “The last time we spoke to you, you mentioned that you were considering our services. Did you have any further questions about them that I could answer?” That’s an example of how your reps can begin future calls thanks to the information found in the Lead DaFeeder Dialer.

How have SIClytics customers taken to the Lead DaFeeder Dialer? Clients who have already taken advantage of this great service have been extremely pleased with its production-boosting results. The click-of-a-button dialing automatically increases the number of calls that call centre reps are able to make with each shift. Accurate client notes made available to staff members on-screen puts companies in much better positions to transition leads into buying customers.

Similar to our call tracking services, the Lead DaFeeder Dialer gives you the opportunity to track the success of each of your phone reps. It also helps you to properly categorize all of your leads so that you are spending more time connecting with curious prospects rather than calling disinterested individuals. The Lead DaFeeder Dialer has been widely heralded for its ability to both increase sales and customer satisfaction!

SIClytics is very proud to offer this great service as part of its long list of products and services. We imagine that you may have some questions about it. And we’d be only too happy to answer them for you. Please don’t hesitate to give us call! We can be reached at 1-877-374-6003.