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.

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.

3 Benefits Of Monitoring Employee Performance

Why is it so important to monitor the performances of your employees? Most business owners and managers would likely phrase the question a different way: Why wouldn’t you monitor the performances of your employees? Naturally, you always want to make sure that your employees are performing at their best. And, this is certainly true within a call centre environment where there are many opportunities to assist phone reps thanks to the numerous calls they make every day.

Monitoring employee performance has many benefits. Here are three:

1. It assists new hires with getting over their learning curves.

It’s hard to dispute that the employees who require the most amount of monitoring are the ones who are brand new to your business. After their training periods, you’ll want to make sure that you are paying close attention to their progress, or lack thereof. On Chron.com, Ruth Mayhew explains that when a new hire joins your workforce, it’s imperative that you take measures to acclimate them to their new roles.

“Employers generally provide guidance and closer oversight during the employee’s first few months of employment,” she writes, “During this time, your employee will likely encounter a learning curve. Learning new processes, meeting colleagues, participating on work teams and becoming accustomed to company policies and rules consume a great deal of time. Effective department leaders observe new employee performance so any deficiencies can be addressed right away.”

2. It boosts employee morale which, in turn, boosts productivity.

It’s widely known that the happier the members of your staff are, the better they will perform their duties. By monitoring your employees’ performances, you demonstrate an active role in their development. This helps them to feel secure in their roles as employees in your company, knowing that you support their wishes to be important contributors.

Joan Henshaw of Performance Objective Now believes that monitoring the performances of your employees shows that you appreciate them. She notes that it demonstrates how important you consider their work to be and how much you value their contributions to your business. “After all, why would you bother monitoring employee performance if you didn’t think that performance was valuable?” asks Henshaw, “I guess you wouldn’t. When you monitor performance you pay attention to your employee’s work and that, in itself, is motivational.”

3. It helps to improve customer service.

The most successful business owners provide their employees with all of the tools necessary to perform their duties effectively. This includes ample product and service knowledge. That way, business owners can be confident that the individuals they’ve hired to communicate directly with their customers are well-versed and competent. As Mayhew puts it, customer service and employee performance are interrelated.

“When your employees provide excellent customer service, they are exceeding job expectations,” she points out, “The popularity of your service or product is based, in part, on the level of service your customers receive. For businesses that provide services, your reputation is based almost solely on your employees’ performance. When your organization identifies its goals, consider the impact of performance management and employee performance.”

At SIClytics, we proudly offer Live Call Monitoring services that help call centre managers and owners to easily and effectively monitor the performances of all of their phone agents. With our incredible Live Call Monitoring services, you can both listen to live calls and whisper on-the-spot feedback to your reps during their calls. 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 Providing Feedback To Call Centre Employees


A call centre employee is a very special individual. And, it can be argued that he/she doesn’t get enough credit. It’s certainly not easy to be on the phone for the majority of your work day. And this is especially true for call centre phone agents who make outgoing calls in efforts to generate sales. The word “no” is the most popular one they hear. So, the ability to overcome rejection becomes a big part of their jobs.

As a result, call centre managers have the very important job of keeping their phone agents motivated and energized. Providing regular feedback, therefore, is one of the most important daily tasks. Feedback comes in all forms. A call centre manager must offer tips and advice to help improve the performances of their agents while also offering words of appreciation, encouragement and acknowledgement of jobs well done.

When is the most appropriate time to deliver feedback?

You know the saying “there’s no time like the present”? That’s the best way to answer that question. Immediacy is key. When you monitor the phone calls your reps are taking, you get immediate understandings of how well or poorly they’re performing. There’s really no time to waste if you find areas of concern. It’s best to provide the feedback right away so your reps can improve on their very next calls.

“The best time for feedback is right away or as soon as possible after the event,” insists Carolyn Blunt on CallCentreHelper.com, “If it’s positive and you see it, then say it. If the agent is still on a call, a thumbs (up) and a smile may seem cheesy, but it sends the message very clearly that they are doing well. Critical feedback should be given one on one but in a way that seems natural. Rather than calling them into an office, see if you can speak to them on their own while getting a cup of coffee or walking to the break room.”

How important is body language and tone of voice when providing feedback?

Being a good communicator entails being able to convey a message that creates an intended result. If you want your phone agent to feel confident that he/she can perform his/her duties better after a feedback session, you’ll need to make sure that he/she hasn’t been made to feel intimidated or ridiculed. Be very mindful of your body language and tone of voice to convey both respect and your desire to help.

What are the most important aspects of feedback in a call centre environment?

Blunt insists that the three most important aspects of training are that it needs to be measurable, memorable and motivational. Feedback should be results-focused. Making it measurable means that you are looking for your phone agents to meet specific targets as a result of their training sessions.

Feedback should also translate into new behaviour, says Blunt. To make it memorable, phone agents must quickly put their training into action so that they can retain what they’ve recently learned. Feedback must also inspire energy and involvement. To make it motivational, it must be something that phone agents look forward to. “Training that is motivational will be most effective in creating new behaviour that can result in better performance,” she writes.

At SIClytics, we offer call centre managers and owners opportunities to provide feedback in ways that were previously unavailable. Our incredible Live Call Monitoring services enable you to listen to live calls live and as they happen. It functions as an excellent feedback tool as it also allows you to whisper information to your agents without the other parties hearing you!

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

3 Ways To Keep Your Phone Reps Motivated During The Holiday Season

Customer service operator on Christmas back with present
We only have a week left in November. Unbelievably, the holiday season is practically here! In the business world, the holiday season is already here, as stores all over Canada are welcoming larger numbers of customers every day. This will be especially true in a couple of days when Black Friday takes over the nation. The needs of shoppers to get their hands on highly-sought after items at significantly reduced prices are never greater than on this day.

Your customer service representatives will likely be experiencing an increase in call volume as well. Whether their job is to make outgoing calls or to take incoming calls, the next several weeks will be among their busiest of the year. Is there a reason to have them step up their customer service skills during the holiday season? You bet there is! Arguably, there’s no better time to keep your team of phone agents motivated than right now.

Here are three ways to keep your phone reps motivated during the holiday season:

1. Encourage teamwork. As a business owner and/or call centre manager, it is your job to lead. But you won’t always be available throughout the entire work day to provide leadership to your team. It’s important, therefore, to encourage the leaders on your staff to be there for its other members when help is needed. Developing and nurturing a team comprised of individuals who feel that they can depend on each other will help for their interactions with your customers to be a lot stronger.

According to Shauna Geraghty on TalkDesk.com, this is especially true during the holidays. “Sometimes, resolving customer support issues over the holidays requires a team approach,” she writes, “When agents need a little help from their colleagues, encourage them to use call conferencing and warm transfers. Doing so will ensure that holiday callers aren’t blindly transferred from agent to agent and will reduce call duration – both of which will increase customer satisfaction.”

2. Have team meetings in the morning. Beginning each work day with a team meeting should be commonplace in your call centre. But during the busy holiday season, it will be especially important to inject some holiday cheer into your phone agents each morning. Not only will they need the additional motivation to get through their busy days, but you’ll want them to pass along that cheer to your callers in order to secure customer satisfaction.

On his customer service blog, customer service expert, Shep Hyken champions the practice of morning meetings during the holiday season. “If ever there was a time for a team meeting before you opened every day, this is the time,” he insists, “Get employees excited about the prospect of breaking sales numbers, but delivering great service along the way. Talk about what happened the day before and plan to repeat the good and avoid the bad.”

3. Offer regular feedback. As mentioned earlier, your team needs you. When you offer encouraging words of support, it can go a long way in keeping your team motivated even throughout the busiest work days of the year. However, you’ll also need to provide constructive criticism when necessary to strengthen the team in areas where they need help. At SIClytics, we offer the perfect tools to help you to provide feedback!

Our Live Call Monitoring services allow you to instantly listen in to live calls, giving you the option to either whisper information to your phone agents without the other parties hearing or barge into the live calls to take them over when they need to be escalated. 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.

3 Ways To Treat Your Employees To Ensure Ongoing Success

Business presentation on laptop computer
With Halloween coming up in a few short days, the idea of “treats” is on the minds of many. And while you may have already decorated your office space with Halloween-themed decor and offered candies and chocolates to your employees, there is another type of “treat” that would benefit your business a lot better. It’s the way you treat your employees all year round that makes for a happy and productive staff!

So, as Halloween approaches, we figured it would be a good idea to remind you of the various ways that you can treat your employees to ensure your company’s ongoing success.

Here are three:

1. Show genuine concern for their professional and personal needs. It should never be lost on you that your employees are human beings. That means that they have feelings. It also means that they have both professional and personal issues that may require some assistance in handling. Now, it’s not your job to be a therapist. But a concerned and engaged business owner can do quite a lot to ensure that his/her employees are performing well on the job.

On Chron.com, Rick Suttle stresses the need for employers to take time to listen to their employees regarding their concerns. “Discuss various issues with each employee individually, such as conflicts they may have with you or other employees,” he advises, “Rectify conflicts right away by coming up with viable solutions. Use a mediator or arbitrator, if necessary, to handle conflicts out of your control.”

2. Regularly express your appreciation and gratitude. Reiterating the point that your employees are people, it’s important to never forget that they deserve credit for their accomplishments. Publicly acknowledging jobs well done is an excellent way to motivate, not just the high-performing employees, but their co-workers who will be encouraged to achieve the same accolades.

“A whole person does the job, not just half,” says Wendy Lea on Inc.com, “When you see your employees as whole people, they feel appreciated and supported. They’re filled with more potential motivation to excel rather than just doing the basics of what’s expected. Personal experiences lend perspective that encourages extraordinary contribution. I’ve seen first-hand how this extra ‘head room’ helps employees perform at levels beyond what anyone thought was possible.”

3. Be an open and approachable communicator. Employees need to feel supported in their roles. It’s important that you present yourself as someone who is genuinely interested in seeing them succeed. Making yourself available for feedback sessions and showing that you are willing to answer questions at any time will put your employees’ minds at ease. It’s a lot easier to do a job when you know that help is nearby.

Suttle agrees that you should communicate with your employees regularly. “Keep them informed of the latest updates and encourage them to keep you apprised of their progress on certain projects,” he recommends, “Compliment your employees when they do something exceptional. Buffer any criticisms with positive comments, especially when doing annual performance reviews.”

At SIClytics, we are big believers in providing employees with regular feedback. We offer Live Call Monitoring services that allow you to offer feedback to your phone agents in very innovative ways. The service lets you listen in to calls live and as they happen and also enables you to whisper information to your agents without being heard by the other parties. This helps to improve both employee performance and employee morale!

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

How Important Is Your Tone Of Voice When On The Phone?

Close up portrait of Woman customer service worker, call center smiling operator with  phone headset

It’s not what you say, it’s how you say it. To some, this may be a cliché. To others, it’s a cold hard fact. If you’re in telemarketing, you’re more than likely one of the latter. You’re very well aware that your ability to endear yourself to someone – usually a complete stranger – will have a lot to do with the tone of your voice. You know that without body language, it requires more of you to communicate your messages effectively to a wilfully listening ear.

You likely have a lot in common with Albert Mehrabian, who in 1967, as Abhiroop Basu explains on Zopim.com, came up with the “7%-38%-55%” rule to explain how communication works. It is made up of three parts, he insisted: 7 percent is the actual words you use, 38 percent is the tone of your delivery and 55 percent is the body language used to accompany your words. Evidently, body language counts for a lot!

So how does one effectively communicate without body language? As you may have guessed, it all comes down to tone. After all, Mehrabian surmised that tone far exceeds the actual words you use when communicating your message. Good telemarketers are very well aware that the tones of their voices set the tones of their conversations. Right off the bat, a person being called needs to know that he/she is speaking with someone worth listening to.

On VirtualHold.com, Ashley Brown explains how one’s tone can make or break a sale. “What callers hear on the other end of the line can make a world of difference when it comes to the quality of service your company provides, as well as your overall reputation,” she writes, “One agitated, dismissive voice can make or break a sale. As well, it can start a cycle of having to transfer calls to other agents and supervisors. In other words, it’s costly and potentially damaging.”

What problems can arise from a poor tone of voice? It’s been said that smiles are contagious. And that’s why phone agents are often advised to smile when they’re speaking to their leads over the phone. It helps for their tones to improve. But when a caller sounds bored, disinterested, irritated or downright rude, it’s bound to impact the mood of the person he/she is calling. It only stands to reason.

To avoid calling leads and customers with poor tones of voices, telemarketers require motivational feedback and regular training. According to Brown, “existing employees who have less than desirable attitudes may need additional training or assistance. It’s never a good idea to turn a blind eye to employees with attitude issues. They rarely change direction and often behaviours can get more pronounced.”

What is the best way to monitor the tones of voices being used by your phone reps? At SIClytics, we highly recommend the use of our Live Call Monitoring services. We offer call centre business owners and office managers innovative cloud-based features that enable them to listen to calls live as they happen. They can also whisper helpful feedback to their reps during those calls without the other parties hearing a thing!

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