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.