3 Major Reasons To Monitor The Calls Of Your Phone Agents

At SIClytics, we would go so far as to argue that there is no type of employee who benefits more from feedback than a phone agent. Employees who work on the phones speak to customers at much greater rates than any other industry professional. Therefore, it should probably be obvious that phone agents need the most encouragement as well as tips and pointers to help make them better at their jobs.

Simply put, it’s important to monitor the calls of phone agents to ensure that they are all performing at their best. Here are three major reasons why:

1. It helps to correct common mistakes.

Not all phone reps are going to be perfect on each of their calls. There are many factors that may cause them to miss out on opportunities to make sales and/or provide top-of-the-line customer service. In such cases, your monitoring of their calls will help you to pinpoint the areas of concern that can be improved.

“Knowing that a call centre agent struggles when interacting with customers who ask for a refund because call scorings from this call type consistently fall below the expected threshold is helpful,” notes TalkDesk.com, “but knowing why this agent struggles with this call type by analyzing call recordings from these interactions is imperative to gaining a comprehensive understanding of where the agent is going wrong.”

2. It motivates your staff members and inevitably makes them happier.

You may think that phone agents feel uncomfortable knowing that their calls may be monitored. But, in fact, the opposite is generally true. Not only does call monitoring keep them on their toes, but it ensures them that they’ll receive advice on how to better their performances. Keep in mind that feedback should always include both constructive criticism and positive reinforcements. As a call centre manager, you should take advantage of every opportunity to offer proverbial pats on the back to reps who are doing well.

As Jeanne Landau points out on Business2Community.com, a happy staff is a productive staff. “Happy employees can be the strongest asset a company has,” she writes, “With contact centre agents interfacing over the phone every day with hundreds and thousands of customers, handling important customer issues, it is critical that these employees are satisfied with their position in the company so that they project a positive attitude and image.”

3. It helps to promote customer satisfaction.

All call centres pride themselves on their customer service. Monitoring calls helps you to determine who, on your team, is the most proficient at pleasing your customers. “There’s a reason that the standard disclaimer call center callers hear includes the words ‘quality assurance purposes,’” says TalkDesk.com, “Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.”

At SIClytics, we offer Live Call Monitoring services that enable call centre managers to whisper information to their reps while they are on their calls. This helps to create more immediate conflict resolutions. If absolutely necessary, managers can also barge in on the calls and take them over to satisfy escalated customer needs!

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 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.