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.

Why Is It So Important To Follow Up With Your Customers?


The follow up call – it’s the ultimate signifier that you don’t take your customers for granted. It’s important to remember that even when you believe you have provided the ultimate customer experience to someone, it doesn’t end with the completion of the transaction. Following up with that person shows that you care, not just about making sales, but about continuing a relationship. It’s an important business practice that all businesses should implement.

What is an immediate benefit to making follow up calls?

Well, firstly they build trust between you and your clients. Following up to make sure that everything is going well with your customers communicates that you care about people’s long-term satisfaction. A follow up call, it should be noted, shouldn’t necessarily be about selling another product or service. It’s a check-in to see that the already-sold product or service is providing the happiness you intended.

“When engaged in the initial selling process, your sales people should enthusiastically support your customer and let him know the purchase was in his best interests,” says Linda Ray on Chron.com, “If that was true, then the enthusiasm shouldn’t wane. Instead, your salespeople should continue to support his decision and strengthen his resolve that he made the right decision. When you don’t have anything further to gain after you’ve made the sale, the customer trusts that you were telling the truth when you encouraged the purchase.”

How will making follow up calls increase the size of your customer base?

Engaging with your customers through follow up calls will inspire them to become and remain loyal supporters of your brand. It is also very likely to lead to referrals. It’s pretty hard to argue that referrals are among the best possible ways to attract new customers. A recommendation from a happy customer is more impactful than any television commercial. And follow up calls often make for happy customers.

According to U.K.-based Kinetic Business Marketing, “the better your after sale services are the more likely it is that your clients will recommend you to their associates. This is crucial for building a good reputation among your clients and helps you stand out from your competitors. No one wants to but from people that ‘Sell and Run’ so take the time to follow-up with existing clients and they might start pointing people in your direction.”

How do follow up calls help to boost sales?

People like feeling appreciated and valued by the companies they do business with. When you keep in touch with customers to make sure that they’re happy, they will be a lot more likely to like you. And simply put, consumers make purchases from businesses that they like. Ray affirms this as a major advantage gained by businesses that make follow up calls.

“Customers are far more likely to purchase from someone they trust who acknowledges their patronage and provides excellent customer service,” she writes, “Once your salespeople build a trusting relationship, they should ask for referrals…Set a schedule for your salespeople to contact former clients on a regular basis to keep your business’s name in front of them and build on that goodwill they started with the initial follow-up call.”

It should be noted that one of the most important follow up calls you can make are ones that are returns of messages. When you miss calls, it’s vitally important to make call backs in order to assure your customers that they are not being neglected or overlooked. At SIClytics, our services include Missed Call Notifications that help business owners to never miss out on opportunities to follow up on missed calls.

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

Making Customer Satisfaction One Of Your Top Resolutions


On behalf of the entire SIClytics team, we’d like to wish you all a very happy new year! Here’s hoping your 2017 has already gotten off to a great start. If you ask us, we believe we have a pretty good idea about how to make this year your most successful one yet. Our experience has shown us that businesses can significantly increase their sales when they focus on customer satisfaction!

You see, customers know that they have options. What you have to offer is likely available through other merchants. So the question is – what makes your brand stand out from all of the others? It all comes down to how you make your customers feel. Prioritizing your relationships with them over pushing sales down their throats will help you to not just retain customers, but gain even more customers in the process.

After all, word spreads. And with social media being as popular as they are today, word spreads fast! So, it’s important that you do your part to continually focus on making your customers happy. This shouldn’t be all that difficult. In fact, one of the best ways to increase customers’ happiness is to develop stronger personal bonds with them. We know – it’s business, not personal, right? Well, in 2017, that isn’t necessarily the way it works anymore.

“Of all the ways to increase customer satisfaction and maximize customer retention, personalization is one of the most powerful strategies,” insists Tyler Banfield on SurveyMonkey.com, “Customers are more likely to be comfortable with businesses who know them and address their needs. Given the fact that it’s easier than ever to manage and use customer information, your company should always be looking for new ways to make every customer feel important, and that what you’re offering is specifically tailored to them.”

Learning how to address the specific needs of your customers shouldn’t be all that difficult either. When you drum up conversations with the people who support your brand, you’ll find that it’s easy to learn what interests them. And, if you’re not sure, simply ask! There really is no harm in directly asking probing questions to learn what you can do to make your customer satisfied with his/her experience with your brand.

“Rather than guessing what customers want from your business, ask them,” advises Chris Miksen on Chron.com, “Since most customers probably won’t want you to grill them in the store, ask them to take a quick survey before they leave. To increase the chances of getting the survey returned, offer a prize, such as being entered into a drawing to win $500. Ensure the survey is brief but includes enough information so you can make improvements to your business.”

At SIClytics, we offer call centre managers and owners opportunities to find out exactly what their customers want through our Live Call Monitoring services. This enables you to listen in to live calls being taken by your phone agents. It functions as an excellent feedback tool as it allows you to whisper information to your agents without the other parties hearing you!

By helping your phone reps during their calls, you greatly increase your company’s ability to handle customer questions and complaints during the first points of contact. And this works wonders for improving customer satisfaction! 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.

How Can You Make Life Easier At Your Call Centre?

Attractive young woman in suit sitting at call center office and working.
There’s no question that this is the busiest time of year for most businesses across Canada. As a result, it’s quite likely that the call volumes at your call centre have picked up. Needless to say, this can be stressful for your phone agents. Whether they are performing outbound calls or receiving inbound calls, it’s quite likely they are busier than ever. As a call centre manager, it’s your job to help your team to not lose its energy or slack on its dedication to excellent customer service.

What can you do to make life at your call centre easier? Start off with stepping up your feedback sessions. Always keep in mind that feedback is necessary for call centre agents. And we definitely mean both the good and bad kind. There really is no bad kind of feedback though. Constructive criticism and words of advice are important so that your agents can learn from their mistakes to become stronger at their jobs. However, you always want to offer words of appreciation for jobs well done.

Both types of feedback are needed to keep confidence levels high and performances at their best. The holidays are exciting times, but they can be stressful as well. With high call volumes, members of your staff can feel overwhelmed. When they get inundated with what feels like too many calls, it can impact their days in negative ways. People need breaks. Take your team members off of the phones for just a few minutes each day to provide them with some extra motivation.

How important are team meetings in the morning? During this time of year, those morning meetings are more important than ever. It’s wise to keep the moods of your staff members as positive as possible. The holiday spirit is something you need to inject in each member so that they are encouraged to do the same when they’re on the phone. The key to securing customer satisfaction is having the same type of high quality customer service every time your customers call.

It shouldn’t matter who your customers speak to, the type of customer service being received should be at the same high level. Morning meetings help to get everyone on the same page. Encourage your agents to share their concerns, ask questions and even offer up their own tips and advice. The more you encourage teamwork and team building in the morning, the easier everyone’s days should be.

How important is it to utilize modern calling technology? It should come as no surprise to you that, at SIClytics, we believe that the software you use to make your phone calls is of paramount importance to the success of your call centre. We offer a fantastic service known as Lead DaFeeder. It’s an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions.

Lead DaFeeder rethinks how web-based technology can help small and medium-sized businesses manage their telemarketing, customer acquisition and political survey strategies. It delivers a feature-rich set of processes that enhances effectiveness, drives sales, improves customer satisfaction and provides insight into performance.

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 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.

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!

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.