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.

4 Benefits Of Monitoring The Calls Of Your Phone Agents

As a call centre manager, it’s your job to ensure that your team is running like a well-oiled machine. And to ensure that you’re using enough of the right oil, you need to be on top of the performances of each member of your team. It’s not an easy feat, is it? Depending on the size of your call centre and/or the size of the team you manage, you may not be able to monitor each of your employees on a regular basis.

However, the importance of call monitoring in a call centre environment cannot be understated. There are numerous benefits to monitoring the calls of your phone agents. Here are four:

1. It will significantly boost employee morale.

Believe it or not, your agents want your help. They need to know what they’re doing wrong just as much as they’d like to hear what they’re doing right. Don’t forget that offering praise when it is due is a big part of your job as well. When you listen to calls and are able to pinpoint excellent examples of customer service and/or effective sales techniques, it gives you opportunities to publicly applaud the efforts of your well-performing agents. This provides a motivating factor for everyone on your team.

2. It will help to improve performance.

Naturally, an important reason to monitor the calls of your agents is to discover areas where they need some help. When listening to their calls, you’ll be able to quickly ascertain whether or not they are answering questions correctly, providing accurate information about your products and services or successfully overcoming objections to sales pitches. Offering your feedback based on what you hear, of course, will help your team members improve their performances going forward.

3. It will increase customer satisfaction.

One of your most important goals is to grow your customer base and to have it include people who are only too happy to work with your business. One way to do that is to ensure that each and every one of your phone agents is adept at providing friendly, knowledgeable service. When you monitor calls in order to correct some of the mistakes made by your agents, you’ll inevitably get everyone on the same page. This will help for excellent customer service to be provided across the board – resulting in increased customer satisfaction.

4. It will grow your sales.

At the end of the day, your goal is to generate greater revenue for your company. A call centre that works like the aforementioned well-oiled machine is bound to do that. Without monitoring the calls of your phone agents, you won’t know exactly how to improve performances in order to maximize the potential for them to make sales. Your expertise goes a long way. By offering your feedback following the monitoring of your calls, you will build a stronger sales team.

At SIClytics, we proudly offer Live Call Monitoring services that enable you to listen in to calls live and as they happen! The service also allows you to whisper information to your agents while they are on their calls and barge in on the calls if absolutely necessary. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Feedback Needs To Go Both Ways In Call Centre Environments

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

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

It’s important to have an open door policy.

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

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

Senior management needs to be involved in the feedback process.

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

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

Utilize the right tools to provide the best feedback possible.

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

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

Is There Such A Thing As Providing Too Much Positive Feedback?

You’ll never hear us advise a call centre manager to refrain from providing positive feedback to his/her phone agents. At SIClytics, we’re strong believers in promoting energetic working environments where morale is kept high. As the vast majority of employers are well aware, a happy staff is a productive staff. So, you can never really do enough to keep the people who work for you in good moods. Or can you?

Is it possible to give too much positive feedback?

According to Charles Rogel on Decision-Wise.com, it’s important to mix it up. Positive feedback is necessary. An employee engagement survey conducted at Rogel’s business found that most managers are poor at providing recognition and this leads to employee disengagement. However, employees do need structure, assistance and forms of feedback that help them know how to improve upon their performances.

“Ideally, to optimize engagement and motivation, managers should provide five compliments for every criticism,” recommends Rogel, “Recognition fails if it is not sincere or relevant. Forcing a compliment for the sake of recognition is transparent and will cause more harm than good. On the other hand, by focusing on seeing the good people do and by providing sincere compliments (even for expected work), you will brighten days and reinforce positive behaviour.”

For feedback to be effective, it must be sincere.

Perhaps, the idea isn’t to limit the amount of positive feedback you give, but to ensure that it is provided only when appropriate. If a “good for you” or a “job well done” is handed out for every little thing your employees do, the recognition won’t mean as much. It trivializes the importance of their work. Furthermore, it gives your office that kindergarten appeal where everyone gets a “sticker” for participating in an activity – not exactly the makings of a successful workforce.

Randy Hain of The Huffington Post agrees that positive reinforcements are necessary, but not at the expense of constructive criticism that can help employees stay on their toes. “Encouragement itself is not a bad thing,” he writes, “But too much encouragement, plus the absence of candid advice, can potentially cripple the job search efforts of the friends we care about and ultimately delay them finding employment.”

Look at praise the way you would look at food or medication.

Sound like a strange request? Well, consider the fact that we all need to eat nutritious foods to live healthfully. And when absolutely necessary, we may require medicine to overcome ailments. Of course, in these cases, too much of anything is bad for you. We can only eat so much. And, of course, no one should take more meds than is prescribed. According Mark Tyrell, on Unk.com, it’s the same with giving praise.

“What strength of dose is required?” he asks, “How often should it be administered? Constantly praising someone to the skies can make them addicted to praise. Addiction to praise can be as destructive in its way as any other addiction. It can make you incapable of doing anything effectively without your ‘fix’.”

At SIClytics, we offer Live Call Monitoring services to help call centre managers learn exactly how much feedback is necessary to give their phone agents. Whether it’s positive reinforcements for strong performances or words of advice to help better their work, feedback is a necessary part of every employer’s job.

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

The Importance Of Focusing On Customer Satisfaction

Confident smiling businessman having a phone call on his smart phone
It should sound like a “no brainer” to even suggest that focusing on customer satisfaction is the most important aspect of any business. But not all business owners think alike. There are those that believe that sales are king. As long as product is being shipped out the door, then all is well. However, great products alone don’t always necessarily lead to customer satisfaction. Consumers require an enjoyment of their interactions with the companies they support.

This is especially true during the busy holiday shopping season when customers are regularly making calls to businesses to inquire about the various products they wish to buy as holiday gifts. Questions about delivery dates, return policies and number of items in stock are abound. If you run a business where over-the-phone customer service is performed, it’s of vital importance that customer satisfaction be your focus.

How does a focus on customer satisfaction promote loyalty? Well, let’s consider the fact that the items you are offering the general public may be available from a number of other businesses. If that’s the case, what is separating you from your competition? Sure, you may offer a “higher quality” option. But if the interactions with your customers don’t outshine those made between your competitors and members of your target audience, you may stand to lose customers.

“Customer satisfaction is a gateway to earning loyalty,” says InfinitContact.com, “Measuring customer satisfaction and loyalty are like comparing apples to oranges because the former is a function of attitude while the latter goes much deeper. Loyalty is a belief that was formed from having a customer encounter good experiences from your brand. Ensuring that a client is satisfied with every point of interaction is a process that leads to loyalty down the road.”

How does a focus on customer satisfaction prevent customers from leaving you? As mentioned earlier, consumers cherish their experiences with the companies they do business with. It’s important for people to feel valued and appreciated when they spend their money. If you’re under the impression that good prices are the best ways to keep customers, you’re mistaken. Signs of respect and gratitude go a long way in holding on to your supporters.

“The main reason for attrition is not changes in your price points, but bad customer service experience,” InfinitContact.com informs us, “The good news here is that as long as you pay attention to your customer’s needs and continue to ‘wow’ them by exceeding their expectations, it’s easier to justify price increases when the time comes.”

How does a focus on customer satisfaction grow your company’s reputation? Never forget the power of word-of-mouth promotion. Disgruntled customers are quick to spread the word about how badly they’ve been treated. And with social media being such powerful forces these days, word can spread quicker than ever! As InfinitContact.com points out, “negative word of mouth can be a death knell to a company, especially in today’s wired and interconnected world. It’s so much easier to spread negative reviews on various platforms.”

At SIClytics, we offer business owners who run call centre environments a fascinating Live Call Monitoring service that allows them to keep on top of the performances of their phone agents. If you’re focused on customer satisfaction – as you should be – this service will greatly assist you in your ability to provide feedback to your phone agents so that they maintain the same focus.

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

The Importance Of Boosting Employee Morale

Image of business partners making pile of hands at meeting

It’s a very interesting time of year. Autumn is officially here and the fourth quarter begins in under a week. For most business owners across Canada, much is being done to entice customers to make purchases from them. Especially with the upcoming holiday season, there is an expectation that business is about to pick up. It’s important to note, however, that no business owner should simply assume that a sales boost is coming.

Efforts must be placed on making the public aware of the special deals, discounts and events taking place at any business. And while there is a wide variety of advertising avenues that entrepreneurs can take, there is a very important step that should never be overlooked when it comes to bettering a business. And that would be to ensure that your employees are happy. A happy staff, as is often said, is a productive staff!

“Your employees’ morale may need a boost,” states Marcus Erb on Entrepreneur.com, “After all, low morale can lead to poor cooperation, low productivity and increased turnover — and ultimately hinder a business from reaching its goals. Since employee morale can quickly build or break a company’s success, effective leaders often keep a close eye on it and enlist simple and creative approaches to strengthen it.”

Why is it so important to make your employees happy? Well, they are human, after all. And when people are in good moods, they simply perform their daily duties better. Most workers take great pride in the jobs they do. So, as a business owner or manager, when you acknowledge the jobs well done of your staff members, it can go a long way in securing their hard work and dedication for the long term.

What else can you do to ensure that your staff is kept happy? Take a genuine interest in their personal lives. No one is saying that you need to become best buds with everyone who works for you. In fact, it’s probably something we’d advise against. However, there is no harm in getting to know your team members so that you can acknowledge the things in their lives that are important to them.

This will mean a lot to them. Sometimes, it’s the little things that have the biggest impacts. On Forbes.com, Cheryl Conner provides some ideal examples. “Recognize every single employee’s birthday,” she advises, “Send gifts for new babies and weddings. Be involved in employees’ lives to let them feel loved and valued not only as employees, but also as family members and as human beings.”

How important is providing employee feedback? In case it isn’t obvious by now, it’s incredibly important to impart feedback on to your employees. Believe it or not, your negative feedback (read: constructive criticism) can have as much of a positive impact as your positive feedback. It all depends on how you provide it. If you let your team members know how much they mean to the team and that you wish only for them to succeed, you’ll be doing a lot to boost their moods.

Not to mention, you’ll be elevating their overall performances. At SIClytics, we offer Live Call Monitoring services that allow you to provide feedback in ways that were once unheard of. With them, you can instantly listen in to calls live and as they happen. As well, you may whisper information to your phone agents to help them along in their calls without being heard by the other parties. This helps to improve employee performance while boosting their confidence!

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

The Importance Of Having A Strong Call Centre Manager

Positive customer support team working in call centre

All teams need leaders. Coaches, managers and captains are all called upon to rally their troops in order to provide the best results possible. Most often, you simply can’t rely on the skills and talents of the members of your team. You need a strong leader who is capable of motivating each of the team members in order to inspire their best performances. This is why your call centre needs a strong manager.

What characteristics make up a strong call centre manager? Well, why don’t we begin with the traits that strong call centre managers shouldn’t have? Those who see themselves as enforcers with rights to hand down hard disciplinary action aren’t going to do very well in any working environment. While it may not be important for a call centre manager to “make friends” it is his/her job to be well-liked by his/her team members.

This is strictly because it inspires strong performances. Call centre managers who are friendly and approachable inspire staff members to perform at their best. You want someone running your team who team members feel comfortable talking to. That way, they will be encouraged to ask questions when they need help, serving only to better both the customer service practices and sales numbers of your company.

How important are people management skills? It couldn’t be more important! After all, the job of a call centre manager is to be able to motivate the best efforts out of a large group of people. Without the ability to be a people person, this cannot be possible. Furthermore, strong call centre managers need to be able to prevent and resolve conflicts that may occur between members of the team.

Being a good problem-solver is a huge component of people management – a trait all call centre managers need to have. This is of vital importance considering that many call centres hire staff members whose jobs it is to resolve disputes with customers. If you can’t help to quell conflict in the office, how can you expect your staff members to resolve issues had by their leads, customers and clients?

How important is the ability to provide helpful feedback? This is arguably the most important job of a call centre manager. Part of eliciting excellent performances is the ability to provide constructive criticism without damaging the emotional health of employees. A call centre manager must also know how to adequately monitor calls, using the technology provided to him/her by his/her company.

At SIClytics, we’re happy to be able to offer call centre managers incredible cloud-based services that assist them with monitoring their employees. Our easy-to-use Monitor Whisper service provides managers and supervisors with the ability to monitor calls live and as they happen. As well, they may also whisper feedback to their reps during those calls to improve performance on the spot. And the parties on the other lines won’t hear a thing!

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.

The Importance Of Monitoring Employee Performance

Manager checking his colleagues works in office

Even though you may be the owner of your business, or even its office manager, the majority of the customers who interact with your business will not associate you with the brand. Instead, they view the phone representatives that they have direct contact with as the examples of what your business is all about. When you think about it, your phone reps are your business! They’re the ones communicating with your customers every day. Their roles couldn’t be more important.

Because of this, it’s imperative that you monitor their performance. Making sure that your customers are both being treated with respect and given accurate answers to questions is integral to your company’s overall success. As well, you need to monitor the sales skills of each of your phone reps to ensure that your targets are consistently being met. On Chron.com, Samuel Hamilton explains how monitoring can help to identify strengths and weaknesses on your team.

How can monitoring help you to identify strong and weak links on your team? “When you have the ability to properly gauge employee efficiency, identify the strong and weak employees, and compensate them appropriately, then your business will become more productive and therefore more successful,” he informs, “Employees become aware of their peers who consistently receive pay increases and promotions and they strive to follow in those peers’ footsteps.”

There are, of course, numerous ways to monitor your employees so that they are kept on their toes. Naturally, it’s wise to provide regular feedback by way of one-on-one meetings. Be sure to include both positive feedback and constructive criticism in your meetings. To keep employee morale high, it’s important to regularly acknowledge the jobs well done by your team members. There are many benefits to showing your staff that you value their efforts.

Of course, you’ll also want to point out any areas where there can be some improvement. This isn’t something that you should wait to do. The quicker you address particular performance issues, the quicker they will be improved. Obviously, this only helps your business to shine in the eyes of the customers who interact with it. Hamilton also points out that you should commit to quarterly and/or yearly reviews.

How can regularly-scheduled performance reviews benefit your company? “Performance measures ranging from annual reviews to quarterly quotas ensure that employees work hard and well or face a poor evaluation,” he believes, “Once evaluated, employees can be managed through encouragement to keep up the good work, or else they might be managed through further training and coaching.”

How can monitoring your employees save you money? It’s certainly not worth it to keep employees on your staff who are simply incapable of doing their jobs. In the hopefully-rare unfortunate cases when phone agents are consistently underperforming, the money you’re spending on their compensation would be better used elsewhere. Simply put, employee monitoring is necessary to ensure that all staff members are performing at their best.

At SIClytics, we’re proud to offer call centre business owners and office managers our innovative cloud-based services that assist them with monitoring their employees. Our Monitor Whisper service provides users with the ability to listen to calls live as they happen. With it, they may also whisper feedback to their reps during those calls to improve performance on the spot!

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.

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.

How Can Our Monitor Whisper Service Improve Your Business?

picture of smiling female helpline operator with headphones

Throughout the history of the telemarketing industry, there has been a need to provide feedback to phone agents. Call centre managers have the tough daily jobs of making sure that each and every one of their phone representatives have the necessary tools to perform their jobs well. Giving feedback – both negative and positive – is needed to improve overall performance. But, in the past, this could only be done after listening to call recordings.

How has modern technology improved the way call centre managers provide feedback? SIClytics’ Monitor Whisper service provides call centre managers with the ability to listen to calls live and as they happen. That way, there’s no need to sit and wait for call recordings in order to monitor employee performance. This helps to provide opportunities to significantly improve customer satisfaction.

The “monitor” portion of this service refers to the fact that call centre managers may listen to both parties on the call without being detected. The “whisper” portion of this service refers to the fact that they also have the ability to drop in to the calls to coach their agents. They can whisper suggestions to their reps without the customers on the other lines hearing them. The service also allows managers to take over the calls, if necessary.

How does Monitor Whisper improve customer satisfaction? Well, let’s consider the fact that the service eliminates the need for call backs to be made in order to satisfy customer complaints. Instead of having a report made about the complaint during a call, the call can be taken over immediately to be handled by a supervisor. This prevents the potential for losing customers due to issues being mishandled.

In best case scenarios, however, escalation isn’t necessary. Instead, by having helpful advice whispered to the phone agent during the call, he/she will be better equipped to answer questions without even placing his caller on hold. It should probably go without saying that the less you make customers wait, the more satisfied with the customer service they will be. No one truly likes waiting. Avoiding unnecessary hold times will go a long way in making customers happy.

How does Monitor Whisper boost sales for your company? Well, they say that knowledge is power. And this is why it’s so important to implement strong training programs for your new hires. Naturally, the more information they have about the products and services you offer, the better equipped they will be to sell them to your leads. However, in the event that a phone agent gets stuck about the details of your offerings, it’s best that they get immediate assistance.

Monitor Whisper gives supervisors and managers the ability to provide answers to phone agents right away. It makes a big difference to a prospective client when he/she is speaking with a representative with ample product knowledge. Of course, with this awesome feature, a lead will never know that the agent speaking is being fed product information live while the call is taking place!

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. And remember that if you’re not completely satisfied with our services, you have the option of cancelling them within 30 days for a full refund thanks to our 30-day money back guarantee!