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 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.

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.