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.

6 Steps To Providing High-Level Customer Service

Business people with headsets using computers in office

Providing customer service over the phone is a lot different than providing customer service in person. A phone agent doesn’t have the benefit of using body language, facial expressions and hand gestures to communicate his/her message. Instead, he/she must place greater emphasis on tone, inflection and appropriate verbiage in order to have positive interactions with customers. Call centre employees, it’s fair to say, have many steps to take to ensure that they’re providing high-level customer service.

Here are six:

Step #1: Showing respect. Using your customer’s name will go a long way. It’s important to remember to treat customers like people – not sales numbers or dollar signs. In addition, actively listening to the concerns and questions had by your customers will ensure that they are addressed and answered appropriately at the first point of contact. When customers feel that they aren’t being properly listened to, they associate it with disrespect.

Step #2: Displaying professionalism. You’ll likely always be given advice that includes being friendly and polite. But it’s of vital importance that you never forget your role as a representative of your company. Avoid using slang terms or too much joking around. Remember that you have a job to do and satisfying your customers’ needs is a big part of it. Be sure to use appropriate language that is in keeping with your brand and focus on conducting business professionally.

Step #3: Being engaging. We’re not saying that you need to focus on being entertaining whenever you speak to one of your customers or leads – but it certainly doesn’t hurt to be interesting. Utilize your natural charm and wit and feel free to engage in conversations with your customers that will spark their interests. As per our last point, it’s important to stay focused on the task at hand. But customers appreciate it when customer service associates can show their human sides.

Step #4: Maintaining confidence. Customers like to feel that the people they do business with know what they’re talking about. It gives them confidence that they are working with the right company. Being confident doesn’t necessarily mean knowing everything. There may be times when you’ll need assistance with an issue or question. Simply letting your customer know that you’ll get to the bottom of things for him/her no matter what is a display of confidence – even if you admit to need help. Know that you can do your job excellently…and you will!

Step #5: Expressing empathy. This is a major part of providing excellent customer service. Not all of your calls are going to go perfectly. You’re bound to encounter an irate customer from time to time. The key is to not engage in a heated debate. Instead, put yourself in your customer’s shoes and express your understanding for his/her discontent. We’re all customers. When one is upset, it’s your job to be considerate of his/her feelings. Exclaiming your understanding for the frustration can go a long way.

Step #6: Staying honest. Most consumers are very savvy. They know the difference between a fair bargain and a scam. As well, customers are easily put off by putting their trust in someone who doesn’t come through for them. It’s important that you don’t make promises you can’t keep. Be sure to meet all deadlines and delivery dates. If there is an occurrence that will change what was originally promised, reach out to your customer to inform him/her. Your honesty will be appreciated.

At SIClytics, we offer innovative cloud-based services that assist call centre managers in helping their phone agents provide the best customer service possible. Our Monitor Whisper service lets supervisors and managers monitor calls live as they happen, as well as the ability to whisper feedback to their reps during those calls. For more information about SIClytics’ Monitor Whisper service, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Easy Ways To Improve Productivity In Your Call Centre

Depositphotos_25727499_m-2015Call centre employees are among the hardest working people on the planet. In the space of any given work day, they speak to more people than most of do in a week. With that said, it’s important that a call centre employee has a very patient, yet outgoing personality. Often, it’s not what they say, but how they say it that counts. Imagine trying to endear yourself to over a hundred people a day! That’s the life of a call centre phone agent.

As a call centre manager, it’s an integral part of your job to hire and train special individuals to be on your team. And, we do mean special! Working the phones on a daily basis is no easy feat and it isn’t a job that just anyone can handle. That makes your job all the more difficult. Although it all begins with finding the right individuals, your day-to-day tasks involve keeping your team members motivated to be as productive as possible.

Here are three easy ways to improve productivity in your call centre:

1. Hire using personality as a priority. As mentioned earlier, the ways in which your phone agents speak to your leads is arguably more important than what they’re actually saying. You need outgoing, energetic and enthusiastic individuals working your phones. Without them, you’ll have dreary, zoned-out sounding reps who won’t bring in the sales you’re looking for to make your company successful.

On CallCentreHelper.com, Oliver Heaton insists that you employ extroverts. “If a call centre agent is able to keep the attention of the customer for longer, then this may mean that the customer feels comfortable talking to this call centre agent,” he writes, “Being an extrovert means being sociable, enthusiastic and ambitious. Call centre agents need to be confident in talking to whoever is on the other end of the phone and be able to quickly build a rapport with them.”

2. Create teams and encourage friendly competition. It’s hard to debate the fact that when you incentivize people, you motivate them to perform better. Call centre environments are the perfect workplaces to create teams within a team to inspire a competitive atmosphere. Offer weekly and monthly prizes or cash bonuses based on performance to encourage the members of your staff to perform at their absolute best.

“Motivating call centre employees can create an environment where a culture of optimism can flourish,” says Heaton, “Healthy competitions in the workplace increase motivation and productivity when used in the right way. Consider creating teams competing against each other, as this will boost all of the participating members’ enthusiasm and productivity. Encourage employees to share what works and what doesn’t work with their team members.”

3. Invest in call tracking technology. At SIClytics, we offer call tracking services that are designed to measure the incoming and outgoing calls that are made using your telecom account with approved SIP vendors. Our innovative system assists you in growing your business by giving you the information you need to improve your marketing efforts. Learning about which of your advertising sources are driving the most calls to your call centre goes a long way in increasing profits.

Heaton also explains how call tracking software can send ‘missed call alert emails’ which contain a caller’s contact number as well as information about the marketing activity that motivated his/her call. This data includes the keyword that was searched if the call originated from a website view from a search engine. “This enables call centre staff to make the most of their less busy times by calling back customers whose call they were unable to take earlier,” he writes.

For more information about our call tracking services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. 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 Ways To Provide Excellent Customer Service Over The Phone

Depositphotos_10284014_m-2015Providing customer service in person isn’t quite the same thing as providing customer service over the phone. While there are obvious similarities, it’s important to note that facial expressions, body language and hand gestures go out the window during a phone conversation. As a result, it’s vitally important for customer service agents who work on the phone to be experts at inflection, tone and pacing.

That’s not all. Sounding nice and using pleasantries is only part of what makes for an excellent customer service experience over the phone. There are a number of specific techniques that should be used by all phone agents in order to provide the best customer service experiences possible. If you’re a call centre manager, it would certainly be advantageous to pass along the following suggestions.

Here are five ways to provide excellent customer service over the phone:

1. Acknowledge the customer throughout the call. By this, we don’t just mean that you should use the customer’s name – which you should definitely do. It’s also important to acknowledge the specific comments made by the customer. If he/she points out a problem with your product or service, you should respond by informing him/her that you’re empathetic towards the concern. If he/she reports satisfaction, be sure to offer your show of gratitude. It’s important to show all of your callers that they are valued.

2. Be an active listener. Many customer service agents become complacent in their roles because they get used to saying the same things over and over again. This can be dangerous. You never want to automatically assume you know how to resolve a caller’s issue. Be sure to listen so that you can make out the specific and unique concerns or requests of every customer. By actively listening, you’ll be able to better pinpoint solutions to problems the first time they are raised.

3. Don’t keep customers waiting. Does anyone like waiting? It doesn’t matter if you’re in a checkout line, at a red light or in a calling queue, waiting is never all that much fun. Do your best to answer calls quickly and minimize hold times. Of course, putting callers on hold will certainly be necessary from time to time. Just be sure to inform your caller of how long you expect the hold time to be and do your best not to keep him/her waiting any longer than the time given.

4. Be positive and upbeat. This may sound like a no-brainer tip. It’s pretty obvious that you should be friendly, right? But, keep in mind a point made earlier. Many phone reps get so used to the monotony of their jobs that they end up sounding like monotone robots – especially by the ends of their work shifts. Do your best to take small moments between calls to remind yourself to be energized during each call, treating them all like your first one of the day.

5. Don’t ever feel that you’re above an apology. In more cases than not, the problem had by your caller will not be one that is your fault. Nevertheless, apologizing on behalf of your company will generally be necessary. Sometimes, it’s important to apologize simply for the inconvenience that comes with having to make a call to correct a problem. Your empathy will go a long way in satisfying the customer, often retaining him/her after a dispute.

At SIClytics, we offer business owners a number of helpful services that enable them to better manage their call centre employees so that customer service over the phone can be vastly improved. They include Live Call Monitoring and Lead DaFeeder. For more information about these and other great services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Ways To Improve Customer Service At Your Call Centre

Portrait of young casual call centre looking at the camera

Call centres are busy places. They often incorporate upwards of 20 or more employees in an environment that is noise-filled and full of energy. In many cases, this can be great for business. The more enthusiasm in the air, the more motivated phone agents will be to contact leads and make sales. Then again, the atmosphere of a busy call centre can provide many customer service representatives with overwhelming feelings of pressure.

No one said working on the phone was easy. At least, no one should. It’s a tough job to be a telemarketer. It requires a lot of patience and persistence. But, most of all, it requires a very pleasant and professional attitude. When a phone agent allows him/herself to get frustrated to that point that it can be heard during his/her calls, it will inevitably paint a poor picture of your business.

Providing reps with adequate tips and advice to improve their customer service, therefore, is a constant task of a call centre manager. Here are five ways to improve customer service at your call centre:

1. Hire intelligently. To be fair, running a call centre that is known for its excellent customer service really does begin with the hiring process. Just because you may need a lot of people to fill seats, it doesn’t mean you should be hiring just anyone off the streets. Call centre reps need to be people persons. Assess the personalities, not just the experience or skill sets, had by the candidates applying to work in your call centre.

2. Train appropriately. There’s no good reason to rush your new hires on the phones. Some call centres implement training programs that take upwards of a week or two before any actual calls are made. It’s smart to take the necessary time with your new hires to ensure that they are job-ready. That way, you’ll be able to minimize the giving out of incorrect information, the mishandling of customer complaints and other poor attempts at providing customer service.

3. Offer incentives for performance. The call centres that are known for being the most fun to work for are also generally the ones that are the most productive. A fun and productive place to work is usually one that offers incentives for performance. Create teams within your team and come up with weekly and monthly contests that reward them for hitting certain targets like providing the best examples of customer service and making the most sales.

4. Provide regular feedback. Keep in mind that feedback isn’t just telling your reps about all of the mistakes they’re making. It’s of vital importance that you acknowledge jobs well done. A big benefit of providing feedback is the confidence that you instil in your reps by reminding them of how much they’re helping your brand to earn its sterling reputation. Regular pats on the back can go a long way!

5. Give your reps opportunities to make decisions. Firstly, it’s very important to be crystal clear about your customer service polices. Be definitive about what is acceptable and what is not. Then give your team members the ability to make decisions based on the guidelines you’ve given them. If they are given the authority to make certain business choices, such as offering customers goodwill credits, they will feel more empowered, confident and secure in their jobs.

This only helps to improve customer service at your call centre! And, at SIClytics, we believe we have the perfect tools to help you to provide the best customer service possible. Contact us and ask us about our Telemarketing Reporting, Live Call Monitoring and Lead DaFeeder services. They’ve all been known to vastly improve call centre operations. 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!

How Can Call Tracking Help To Grow Your Business?

Smiling beautiful lady working at call center with colleagues in office

The telephone is still a very powerful way to generate leads. It doesn’t matter how far we’ve come in the world of technological advances, the good old telephone is still today’s chief means of communication. That’s why it only makes sense to include your business phone number on all of your advertising sources. Whether you choose to utilize print ads, radio spots or billboards – just to name a few marketing methods – including your business phone number is a must.

But how do you know which of the above mentioned advertising methods are generating the most calls? How do you know which advertising sources you should continue to invest money in and which ones may be draining your budget without providing a return? Call tracking is the answer! This incredible service offers business owners the ability to get clearer pictures of the power of their marketing efforts.

How does call tracking help your business to save money? As we’ve alluded to, it enables business owners to make smarter decisions about their advertising choices. For example, if your call tracking efforts indicate that you are receiving 70 percent of your calls from your billboards and only 10 percent from your radio ads, you’ll be compelled to spend a lot less money on creating on-air advertisements

Essentially, call tracking removes guesswork from your daily duties as a business owner. When you’re able to determine the exact impact of your marketing efforts, you’ll be able to spend your advertising dollars a lot more wisely. The information you get from call tracking can help you to make some of the wisest money-making and money-saving decisions you’ve ever made. With it, you’ll begin to notice your phone calls becoming much more lucrative.

How does call tracking work? At SIClytics, our service is designed to measure the incoming and outgoing calls that are made using your telecom account with approved SIP vendors. The amazing system that we’ve developed focuses on analyzing conversion, compliance and functionality. Our goal is to help our customers adequately measure their returns on investment through our unique call tracking system.

How important is it to have a strong return on investment? Let’s just say that it could make or break your business! Studies have shown that businesses have been able to triple their sales within a month of using call tracking technology. In some cases, they assign unique phone numbers to different advertising sources, making it clear exactly which ones were generating the most leads.

As a result, the companies obviously made more money by focusing on their interested leads. As well, they wasted less time trying to figure out how those leads discovered the businesses they called in the first place. Call tracking technology also enables business owners to record their calls so that they can better monitor interactions between their customers and phone agents. This also works to improve customer service.

At SIClytics, we’re aware that call tracking is likely a fairly new concept to you. After all, it’s a fairly new concept to everyone! We’d be happy to discuss it with you further and explain how our unique call tracking services can better your business. 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.