What Are The Best Ways To Boost Productivity In Your Call Centre?

No one would ever claim that it’s easy to run a call centre. At least, they shouldn’t. Because, as all call centre managers know, there are a lot of unique personalities to deal with on a telemarketing team. It’s the “personality” issue that a call centre manager should pay special attention to. Although talented phone agents help to make high-productivity call centres, it’s the emotional states of the employees that need the most nurturing.

No one would ever claim that it’s easy to be a telemarketer. And they shouldn’t. Being on the phone all day is a hard enough job as it is without having the requirement to meet sales targets. So, as a call centre manager, it’s important to address the mental strain associated with the telemarketer position when working to boost sales for your business.

So what are the best ways to boost productivity in your call centre?

Hold energy-boosting morning meetings.

This wouldn’t be the first time we’ve recommended the morning meeting for call centre businesses. And it probably won’t be the last. Use at least 10-15 minutes each morning to gauge the moods of your phone agents – and do your part to uplift them, if necessary. Tell jokes, share funny stories and encourage participation from your team members. An energy-boosting morning meeting is a great way to start the day off right.

Implement friendly competitions.

At the end of the day, you’re looking to boost your sales numbers, right? Why not encourage higher productivity by making it fun for your employees? Create contests that offer prizes for the highest producers. Divide your phone agents into teams and create a standings (not unlike in professional sports) so that your employees can see how they’re measuring up against their competitors.

“Healthy competition can be highly beneficial in the contact centre, so why not pit teams together in a head-to-head contest?” poses CallCentreHelper.com, “One month it could be handle time, and the next month it could be up-sell opportunities…This can really improve a team’s morale, and the productivity boost you get from the teams striving to attain their goals will never hurt. This works particularly well in outbound telesales.”

Encourage inter-team feedback.

Who better to help improve the productivity of your phone agents than your high-producing phone agents? They know, from experience, some of the top tips that can be used to help boost sales and overall customer satisfaction. Not to mention, encouraging inter-team feedback helps to increase employee morale and team-building.

“Involving the telesales team in improving productivity can be highly beneficial, as they know better than anybody else because they are doing that job on a day-to-day basis,” says Martin Jukes on CallCentreHelper.com, “Salespeople will know where the problems are, where systems perform poorly and where the processes are disjointed. There are not enough instances where the telesales team are involved in realigning processes or mapping out new procedures to improve productivity as well as performance.”

At SIClytics, we offer call centre mangers Telemarketing Reporting services that help them to track the progress and results of their telemarketers. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Keys To Providing Effective Feedback To Your Call Centre Reps

As any call centre manager knows (or should know), providing feedback to call centre phone agents is an integral part of promoting business success. It’s of vital importance that employees who work on the phone are given regular tips about how to better overcome objections, provide accurate answers and calm irate customers. As well, advice on how to boost sales is always a big help!

But what are the keys to making the feedback you provide as effective as possible? Here are three:

1. Use the “sandwich technique”.

At SIClytics, we’ve long heralded the act of placing negative feedback in between two slices of positive feedback. It’s important to remember that your employees are people – people with feelings. The more you do to support their emotional well-being, the better at their jobs they will be. There’s no question about it. When offering your feedback, be sure to include ample amounts of praise while also helping out with areas of concern.

On TalkDesk.com, Shauna Geraghty champions this technique. “Start the coaching session with something they have recently improved, are consistently doing well, or a strength,” she advises, “This will put the agent at ease and increase the likelihood that they will be receptive to what comes next. After you provide negative feedback, make sure you end the coaching session on a positive note by again highlighting something they are doing well.”

2. Accept feedback from your reps in return.

All feedback sessions should be two-way streets. It’s important to hear, directly from your phone agents, about any issues they may be having. Remember that they are on the “front lines”, speaking directly to your customers on a daily basis. They are aware of the needs, concerns and requests of your customer base. Hearing them out will help you to develop even better business practices.

“When you’re giving feedback, listen to your agents,” advises Texas-based Electronic Voice Services, “There may be a reason they do things a certain way even though it violates your company’s policy — a reason you need to know about so you can address it. Once you’ve discussed the behaviours you want an agent to change, work with them to create an action plan to bring about the desired changes.”

3. Participate in some role play.

If you’d like to see just how effective your feedback has been, engage your phone agent in a make-believe call to see how well he/she has adjusted. It’s a good way to test just how much his/her performance has been enhanced by your help. Naturally, you can use the exercise to correct any mistakes or offer extra pieces of advice that will help your rep on actual calls.

“Start by selecting a recent interaction that they had with a customer that could be optimized,” suggests Geraghty, “Then, role play that scenario making the agent the customer and you the agent. Once the agent has an understanding of what you would say in that situation, switch roles. When they are role playing the agent, provide them with helpful feedback so they can tweak their approach accordingly.”

To provide you with greater ease in delivering feedback, SIClytics offers Live Call Monitoring services. 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!

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.