The Important Process Of Professionally Putting Callers On Hold

Every single one of us has been put on hold in our lives – several times over. It’s a natural part of life. We make calls, we get asked to be put on hold, we wait and then someone eventually picks up. It isn’t a big deal, right?

Well, in today’s “get things quickly” world, being put on hold is a bit of bigger deal than it used to be. We’re a lot more used to having things done immediately these days. The internet is a big reason for that. Not only can we attain useful information with the click of a few keys on our smartphones, but we can also access music and videos in ways that were once unheard of. There’s a reason why video rental shops and music retailers are either completely out of business or are heading there fast.

People expect to get what they want NOW!

The entire on-hold process is regarded a bit differently because of our modern-day association with getting things quickly. So, business owners and the phone agents that work for them need to be mindful that their callers are expecting expeditious service. It’s not good enough to simply say “hold please” to someone who calls your business. To ensure that all of your potential customers know that their time isn’t being wasted, it’s wise to implement some courteous acts.

It all begins with asking – not assuming.

“May I please place you on hold for just a minute while I look into that for you?” is an ideal way to initiate the hold process. “Hold please” is just not going to cut it. Firstly, it’s imperative that your caller is made aware that he/she won’t be wasting his/her time waiting for longer than necessary. You’ll notice that the above written hold request has two important components:

  1. It kindly requests permission. It asks the caller to be placed on hold instead of demanding that he/she wait.
  2. It gives a timeframe. People don’t generally have problems with waiting for “just a minute”. If you’re going to be longer than the timeframe given, be sure to come back to the line and inform the caller. This measure of respect and courtesy will go a long way in boosting customer satisfaction.

On Humanity.com, David Galic lists the act of asking callers to be placed on hold as one of his five most important rules of proper telephone etiquette. He points out, however, that asking is not enough. “Wait for the person to respond,” he advises, “It’s important to make sure you have initiated the conversion and confirmed that you are there for them. If you ask politely if you can put them on hold for a few moments, most customers will say ‘sure.’ Be sure to use that approach if it’s indeed necessary.”

At SIClytics.com, we know how important it is for business owners who employ phone agents to ensure that top-notch customer service is always being provided. We offer Telemarketing Reporting services that help you to track telemarketer progress and results as well as Live Call Monitoring services that enable you to listen to the calls being taken by your telemarketers live and as they happen!

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

What Are The Best Ways To Boost Productivity In Your Call Centre?

No one would ever claim that it’s easy to run a call centre. At least, they shouldn’t. Because, as all call centre managers know, there are a lot of unique personalities to deal with on a telemarketing team. It’s the “personality” issue that a call centre manager should pay special attention to. Although talented phone agents help to make high-productivity call centres, it’s the emotional states of the employees that need the most nurturing.

No one would ever claim that it’s easy to be a telemarketer. And they shouldn’t. Being on the phone all day is a hard enough job as it is without having the requirement to meet sales targets. So, as a call centre manager, it’s important to address the mental strain associated with the telemarketer position when working to boost sales for your business.

So what are the best ways to boost productivity in your call centre?

Hold energy-boosting morning meetings.

This wouldn’t be the first time we’ve recommended the morning meeting for call centre businesses. And it probably won’t be the last. Use at least 10-15 minutes each morning to gauge the moods of your phone agents – and do your part to uplift them, if necessary. Tell jokes, share funny stories and encourage participation from your team members. An energy-boosting morning meeting is a great way to start the day off right.

Implement friendly competitions.

At the end of the day, you’re looking to boost your sales numbers, right? Why not encourage higher productivity by making it fun for your employees? Create contests that offer prizes for the highest producers. Divide your phone agents into teams and create a standings (not unlike in professional sports) so that your employees can see how they’re measuring up against their competitors.

“Healthy competition can be highly beneficial in the contact centre, so why not pit teams together in a head-to-head contest?” poses CallCentreHelper.com, “One month it could be handle time, and the next month it could be up-sell opportunities…This can really improve a team’s morale, and the productivity boost you get from the teams striving to attain their goals will never hurt. This works particularly well in outbound telesales.”

Encourage inter-team feedback.

Who better to help improve the productivity of your phone agents than your high-producing phone agents? They know, from experience, some of the top tips that can be used to help boost sales and overall customer satisfaction. Not to mention, encouraging inter-team feedback helps to increase employee morale and team-building.

“Involving the telesales team in improving productivity can be highly beneficial, as they know better than anybody else because they are doing that job on a day-to-day basis,” says Martin Jukes on CallCentreHelper.com, “Salespeople will know where the problems are, where systems perform poorly and where the processes are disjointed. There are not enough instances where the telesales team are involved in realigning processes or mapping out new procedures to improve productivity as well as performance.”

At SIClytics, we offer call centre mangers Telemarketing Reporting services that help them to track the progress and results of their telemarketers. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Recalling The Keys To A Telemarketer’s Success

Telemarketing is an industry that requires the most committed of individuals. This is especially true for those who work for businesses that employ cold calling techniques to generate leads. Such telemarketers need to have strong customer service skills. In fact, that’s an understatement. Cold callers need to have the best customer service skills in the business!

As we’ve pointed out in a blog or two in the past, telemarketers face a lot of rejection on a daily basis. Hearing “no” is something that they can’t be dissuaded by. A strong telemarketer is aware that he/she will have to overcome objections the majority of the time. The best know, however, that to overcome objections, a focus must be placed on the customer relationship – more so than the product or service that is being sold.

Focus on customer needs instead of hard selling.

“Customers don’t buy products or services,” informs Susan A. Friedmann on TheBalance.com, “They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.”

This is why it’s important for sales reps who work on the phone to focus on the specific needs and wants of their potential customers and not the products and services themselves. In other words, pitch what you’re offering by placing emphasis on the benefits your customers will receive. It will make each call sound less like a sales pitch. Providing solutions to problems, as Friedmann mentions, is a key to both higher sales and greater customer satisfaction.

It’s all about listening.

How do you get to truly know your customers? Ask questions. But be sure to allow them time to actually answer. Listen to what they have to say and make note of important details. When you personalize your products and services in ways that make them appear to be made specifically for the customer you’re speaking to, you’ll be well on your way to increased success.

“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” advises Friedmann, “Beware of making assumptions – thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?”

Don’t forget to smile.

Yes, even when you’re on the phone, a smile can have a huge impact on a conversation. When you’re smiling, your tone of voice automatically becomes more pleasant. Believe it or not, smiles can be “heard”!

“If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy,” reports SkillsYouNeed.com, “Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.”

Looking for ways to ensure you’re employing top telemarketers?

Contact SIClytics for more information about our Telemarketing Reporting services which allow you to report your telemarketers’ progress and track their results. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Simple Steps To Ensure Your Telemarketing Skills Are A Cut Above

A telemarketer’s job is never easy. This is a sentiment we’ve shared on the SIClytics Blog on many an occasion. Working the phones is a responsibility only the most determined and patient individuals can adequately manage. Especially for cold callers, overcoming objections is a major part of the job. Still having the confidence to get a “yes” when most of your callers respond with “no” is quite the skill.

However, it can also present quite the annoyance. It’s understandable for phone agents to get frustrated when they are constantly being turned down. Being a telemarketer who is expected to hit sales numbers requires a lot of faith in one’s self. It also requires some excellent customer service skills. After all, it’s important to not sound angry or frustrated on the calls that follow objections that couldn’t be overcome.

So what simple steps can you take to ensure that your telemarketing skills are a cut above? Here are three:

1. Smile before you dial.

An excellent telemarketing practice is to keep a mirror in front of you while you’re speaking to your clients and leads. What do you look like when you’re on the phone? Although you can’t be seen by the parties you’re talking to, they can still “hear” you smile. Smiling makes a big difference in your tone and inflections. You can’t help but sound more pleasant when you’re smiling. It will go a long way in helping you to build rapport.

“It almost seems like a cliché, but it really is true that your voice sounds different when you are smiling, and your customers can hear it,” says Baker Communications Founder and CEO, James A. Baker, “The physical act of smiling releases endorphins that improve your mood, so you will be able to approach your job with a better attitude, and respond more positively and sympathetically. Both you and your customers will benefit!”

2. Be a name dropper.

Friends who know public figures and won’t stop talking about them are annoying. This isn’t the kind of name dropping we’re referring to! Be sure to refer to your clients by name when you’re speaking with them on the phone. They’ll appreciate it. It will give your conversations much friendlier tones.

“As soon as you receive a customer’s name, use it,” advises Laura McConney on SkillsYouNeed.com, “Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.”

3. Go easy on the ears.

Some telemarketers get a little too caught up in the knowledge they have of the products and services they sell that they can’t adequately describe them. How so? Too much industry jargon serves to confuse the average listener. You may be an expert in your field, but your leads are not. Take the time to explain the benefits of your offers in a way that are easily understandable. Baker refers to this concept as using the “5 C’s” of good communication.

“It should be clear, complete, concise, concrete, and correct,” he explains, “Make sure that the customer understands your explanation or solution by stating it clearly, describing it briefly but completely, in terms that are specific – and, importantly, that you have all of your facts straight. Providing bad information, or information that the customer doesn’t understand, is both unhelpful and unlikely to leave a good impression.”

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

5 Integral Techniques Top Phone Agents Use To Make Customers Happy


Conducting business over the phone requires special skills. Individuals who know how to manipulate their tones of voice while providing accurate information make up the most skilful of phone agents. Of course, there are many other tricks to the trade that a talented phone agent must have. But there are some integral techniques that every single person who works on the phone must use if they wish to make their customers happy.

Here are five:

1. Paying attention to detail.

This truly is a skill. It’s requires a lot more than simply listening. It involves a keen sense for what your customers need and want. Someone who has experience on the phone often gets a good understanding for how to interact with customers based on his/her previous interactions with like-minded clients. Picking up on certain patterns and habits enable the best phone reps to anticipate requests and appropriately manage concerns.

2. Displaying empathy.

The best phone reps never forget that they are dealing with other human beings on the phone – not numbers, not dollar signs, not opportunities-for-bonuses – human beings. As a result, they engage in meaningful conversations that add to the overall customer experience. They also express concern and sympathy if their clients are going through tough times. This relationship-building skill goes a long way in keeping customers happy.

3. Owning up to mistakes.

Talented phone agents make clear that they too are human. And, as we all know, humans make mistakes. Owning up to them makes all the difference in the world in the making-customers-happy game. Making excuses and avoiding responsibility is a great way to turn customers off. The best phone reps know exactly how to apologize and make up for errors. That way, they both maintain and grow their lists of happy clients.

4. Going above and beyond the call of duty.

Customers appreciate receiving those “little something extras”. Sometimes, the smallest gestures and have the biggest impacts. Going the extra mile for a customer can be as simple as wishing “good luck” when knowing a client has an important event up ahead. It can also take the form of a money-saving gesture such as the offering of free shipping or a freebie in a forthcoming delivery.

5. Under-promising.

Smart phone reps know never to dig themselves into holes by offering things they can’t guarantee. Take, for example, the date by which a shipment is supposed to arrive. Talented agents, who know that the product will be there by Friday, tell their customers that it will arrive “by early next week”. When the product comes “early”, the customer is pleasantly surprised and generally happy to have entrusted the business that sent it.

At SIClytics, we know how important it is for call centre managers, all across Canada, to employ the strongest of phone agents at their companies. As a result, we offer innovative services that enable them to monitor performance and track the results of their reps. Those services include Live Call Monitoring and Telemarketing Reporting. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

4 Reasons To Use Telemarketing To Grow Your Business


Telemarketing often gets a bad rap. For many Canadians, just hearing the word “telemarketing” can make them cringe. And that’s because it arouses memories of being interrupted at dinner by random phone calls from people attempting to sell products they have no use for. But, here’s the truth about telemarketing: It’s not the nationwide disturbance that some people think it is. In actuality, it’s a lead-generating, sales-making, results-providing business-booster!

No, not everyone a telemarketer calls is going to agree to make a purchase. But why would telemarketing even exist if it didn’t provide business owners with positive results? As call centre managers across Canada have long known, telemarketing is a powerful and cost-effective marketing tool. Consider the fact that the only real business expenses associated with telemarketing are the salaries of the phone agents and the phone bills.

There are, of course, other reasons to use telemarketing to grow your business. Here are four:

1. It provides your company with direct feedback.

There are few things more valuable to a business than direct feedback from customers. What better way is there to discover the needs and wants of the members of your target audience? Getting information “straight from the horse’s mouth” is a fantastic way to realign marketing campaigns, improve customer service and develop new products and services.

2. It connects people with other people.

Today’s consumers place a lot of importance on their relationships with the businesses they support. They know they have options, so when making the choices to support particular brands, they consider the ways in which those brands make them feel. Telemarketing puts a live human voice on the phone with another live human. There is a genuine interaction that is enabled, thus legitimate relationships are forged.

“Speaking directly to someone is the best way to engage your customer,” says Andy Dickens on Virtual-Sales.com, “Placing a human at the forefront of your sales initiative gives your business a voice, and allows you to establish a customer relationship…You can answer questions, or address any reservations that the customer may have about working with your company. You then understand your prospects better, and identify ways that you can upsell your services.”

3. It expands your sales territory.

A lot of businesses have no choice but to market their products and services to local communities. Banking on the fact that people who live in the surrounding areas of their places of businesses will support them, merchants dump advertising dollars into campaigns that only reach a select number of consumers. Telemarketing, on the other hand, enables companies to “open their doors” to customers nationwide and even across the world!

4. It provides immediate results.

When you throw a lot of money behind elaborate advertising campaigns, there is an inevitable waiting period that results. The hope, of course, is that in a short amount of time, customers will respond to the ads. However, with telemarketing, businesses are able to secure immediate responses. Sales are made on the spot, during the calls, eliminating the prolonged process of sitting and waiting for your marketing efforts to work.

At SIClytics, we recognize the importance of telemarketing in the building of businesses all across North America. We also understand just how important it is for call centre managers to have their teams of phone agents be successful. As a result, we proudly offer Telemarketing Reporting services that report on the progress of telemarketers and track their results.

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

3 Telemarketing Tips That Make Top Sellers


Your call centre is filled with talented phone agents who all work tirelessly to improve their sales numbers and improve their customer relationships every day. Or is it? Not every telemarketer is blessed with both the patience and know-how to overcome objections, close sales and grow your company’s customer base in the process. That doesn’t mean, however, that those who need a little assistance can’t turn things around.

Here are three telemarketing tips that make top sellers:

1. Limit the temptation to leave your work area.

Phone agents will sometimes use any excuse they can find to get up from their work stations. Bathroom breaks, grabbing snacks, talking to friends – these are all reasons that can draw them off the phones during the course of a day.

Now, let it be said that all of the above are necessary. Everyone deserves to freshen up, stretch their legs, eat and re-energize at different points during the day. The key, however, is for these little breaks to not happen so frequently. They will throw off the momentum of your telemarketers. To help keep them focused, insist that they keep necessities close at hand.

“One of the hardest parts of cold calling is staying focused and resisting the urge to leave your desk or take a break (formal or informal),” writes Will Gemma on Udemy.com, “This probably sounds simple…but stocking up on water, coffee and a snack or two really limits your break options.”

2. Make your script sound unscripted.

It’s of vital importance that you sound natural. You have to take into account the fact that many business owners are on the phone with people all day long – every day. And that includes other telemarketers! What is going to keep your lead on the line with you when he/she is used to hanging up on cold callers? It’s your natural, genuine approach to having a conversation that will do the trick.

On Virtual-Sales.com, Andy Dickens insists that you allow your phone agents to practice what they plan on preaching – so to speak. “Your callers should get plenty of time to rehearse and understand fully what they are calling about, and what they are hoping to gain from the call!” he exclaims, “There should always be room to deviate and improvise from the basic outline of the conversation, your operatives need the flexibility to react to what’s happening in the moment and not get hung up following a strict script.”

3. Make friends with “the gatekeeper”.

A telemarketer’s nightmare is continually getting a secretary on the phone when he/she is calling for the business owner. Many get frustrated at the sound of the wrong person’s voice over and over again. They get especially frustrated when that voice keeps saying that the party being called is “unavailable at the moment”. It’s important not to get too frustrated. When spoken to the right away, these gatekeepers can actually help you.

“The gatekeeper, of course, is the person (a secretary-type figure) who answers the phone when you call a business and decides whether or not they should put you through,” explains Gemma, “These people can be very tricky, but hating them will only sour your relationship…On the contrary, you should take advantage of the situation. The gatekeeper is likely to know a lot of valuable information…They are also likely to know whether or not your services are needed, or which competitor they are currently using, etc.”

At SIClytics, we offer a variety of excellent services that can help you to boost the productivity rates of your phone agents. Our Live Call Monitoring services allow you to instantly listen in, whisper or barge into the live calls that your phone reps are on. That way, you can offer feedback on the spot, vastly improving their chances to close sales and correctly answer questions.

As well, our Telemarketing Reporting services report on the progress of your telemarketers and track their results. For more information about these and other telemarketing-assisting services offered by SIClytics, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Telemarketing Continues To Provide Big Benefits To Businesses


Some companies shy away from it. Others insist upon in it. Telemarketing has a very interesting place in the business world. It’s frowned upon by some and revered by so many others. We suppose it all has to do with the type of business you own and just how talented your telemarketers are. Say what you want about being called at home during an inconvenient time, telemarketing works – always has and always will.

As a call centre manager or owner of a business that employs telemarketers, it’s vitally important that you train your staff to be adept at overcoming objections. A telemarketer hears the word “no” more often than anyone else we can think of. But, in addition to being able to push through a call, he/she must be able to endear him/herself to complete strangers – over and over again, each and every day.

To say that this is no easy feat is an understatement. And this is why your phone agents deserve to receive regular feedback from you about how they’re doing. Firstly, it’s important to offer tips and advice so that they can improve on particular aspects of their jobs. Secondly, it’s arguably even more important to communicate your appreciation of their jobs well done. This goes a long way in boosting employee morale, which inevitably leads to greater productivity.

What are some of the biggest benefits of telemarketing?

Let’s start with the fact that it generally produces immediate results. Unlike other forms of advertising or communicating with your customers, your telemarketing efforts generally request on-the-spot decision-making.

“The good thing about telemarketing is that it provides immediate response from prospective customers and clients,” says Barbara Spagnola of Arizona’s Concept Marketing Group, “Call centre agents can immediately determine whether their customers are opting for the product or not. Despite the bad reputation of telemarketing to many consumers, even non-profit organizations are also opting for this kind of service. Many charities are using telemarketing services to inform people of their programs and possibly seek donations.”

Part of your phone agents’ jobs is to gauge the interest that your leads have in your company’s products and services. With the information they receive directly from the individuals they call, your staff members can help your company develop an edge over its competitors. Making direct contact with potential customers helps to you to quickly learn what their needs are. When you establish calling campaigns that speak to those needs, you automatically put your business in a position to profit.

According to U.K.-based Expert Telemarketing, “enhanced customer service is often the only way to differentiate yourself from your competitors, and is valued by consumers who remain loyal to companies that understand their needs. Telemarketing allows you to create a rapport with your customers, and to provide a personal service catering specifically to their requirements.”

At SIClytics, we understand how important telemarketing is to businesses all across North America. And we know how important it is for call centre managers and business owners alike to see their teams of phone agents succeed. We proudly offer Telemarketing Reporting services that report on the progress of your telemarketers and track their results. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

How To Manage A Strong Group Of Telemarketers

Picture of female telemarketer with headset during work

No one ever said that telemarketing was an easy job. And if someone did, he/she would be lying – either that, or misinformed! You see, working on the phones requires a lot of patience and persistence. It also requires teamwork. Yes, a phone agent may be on the phone with a customer without assistance, but the training, feedback and words of wisdom imparted on that agent prior to the call make a lot of difference in his/her ability to achieve success.

What are some of the things you can do to ensure you’re managing the strongest group of telemarketers possible? Well, the first thing you can do is get on the phone yourself! There’s nothing quite like leading by example to set the tone in your office. Furthermore, being on the phone will give you the hands-on experience necessary to know exactly what you’re talking about when you provide feedback to the members of your staff.

Many telemarketers complain that their managers “don’t know what they’re talking about because they’ve never been on the phones”. It would be wise to disable your staff members from being able to make such a statement. If you don’t have a background in telemarketing already, take the opportunity to take some calls so that you can be better prepared with helpful hints when your phone agents require your help.

How important is it to understand your target market? Does that question even need to be asked? Clearly, it’s very important. In fact, it can be argued that it’s smarter to get a good handle on the type of customers you’ll encounter than it is to know your product. Of course, product knowledge is essential. But when you know how to deal with the members of your customer base, you’ll be in a better position to endear them to your company.

This involves answering questions adequately. But it also entails the ability to address customer needs. When you know exactly what the members of your customer base are interested in, you’ll be able to come up with effective scripts as well as great responses to objections. In fact, the successful overcoming of objections is one of the most important traits of a strong telemarketer. If you can pass along tips based on your own success, you’ll run a profitable call centre.

How important is it to provide feedback to your team? This is another obvious one. It’s essentially your most important role as a call centre manager. It’s important to always remember that there are different types of feedback. Both the positive and negative variety is necessary. Regularly informing your team members of the great jobs they are doing will go a long way in boosting employee morale.

A happy staff is a productive staff, so there should be no shortage of positive reinforcements. Of course, it will always be necessary to impart on to your team members advice that can help them to improve their performances. At SIClytics, we offer Live Call Monitoring services that allow you to instantly listen in to calls live and as they happen. If you wish, you may even whisper information to your phone agents to help them along in their calls.

You won’t be heard by the other parties. As well, you can barge into a live call as it’s happening, if it is absolutely necessary. We also proudly offer call centre managers fantastic Telemarketing Reporting services that give them the tools to observe and report on the progress of their team of telemarketers. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Ways To Improve Customer Service At Your Call Centre

Portrait of young casual call centre looking at the camera

Call centres are busy places. They often incorporate upwards of 20 or more employees in an environment that is noise-filled and full of energy. In many cases, this can be great for business. The more enthusiasm in the air, the more motivated phone agents will be to contact leads and make sales. Then again, the atmosphere of a busy call centre can provide many customer service representatives with overwhelming feelings of pressure.

No one said working on the phone was easy. At least, no one should. It’s a tough job to be a telemarketer. It requires a lot of patience and persistence. But, most of all, it requires a very pleasant and professional attitude. When a phone agent allows him/herself to get frustrated to that point that it can be heard during his/her calls, it will inevitably paint a poor picture of your business.

Providing reps with adequate tips and advice to improve their customer service, therefore, is a constant task of a call centre manager. Here are five ways to improve customer service at your call centre:

1. Hire intelligently. To be fair, running a call centre that is known for its excellent customer service really does begin with the hiring process. Just because you may need a lot of people to fill seats, it doesn’t mean you should be hiring just anyone off the streets. Call centre reps need to be people persons. Assess the personalities, not just the experience or skill sets, had by the candidates applying to work in your call centre.

2. Train appropriately. There’s no good reason to rush your new hires on the phones. Some call centres implement training programs that take upwards of a week or two before any actual calls are made. It’s smart to take the necessary time with your new hires to ensure that they are job-ready. That way, you’ll be able to minimize the giving out of incorrect information, the mishandling of customer complaints and other poor attempts at providing customer service.

3. Offer incentives for performance. The call centres that are known for being the most fun to work for are also generally the ones that are the most productive. A fun and productive place to work is usually one that offers incentives for performance. Create teams within your team and come up with weekly and monthly contests that reward them for hitting certain targets like providing the best examples of customer service and making the most sales.

4. Provide regular feedback. Keep in mind that feedback isn’t just telling your reps about all of the mistakes they’re making. It’s of vital importance that you acknowledge jobs well done. A big benefit of providing feedback is the confidence that you instil in your reps by reminding them of how much they’re helping your brand to earn its sterling reputation. Regular pats on the back can go a long way!

5. Give your reps opportunities to make decisions. Firstly, it’s very important to be crystal clear about your customer service polices. Be definitive about what is acceptable and what is not. Then give your team members the ability to make decisions based on the guidelines you’ve given them. If they are given the authority to make certain business choices, such as offering customers goodwill credits, they will feel more empowered, confident and secure in their jobs.

This only helps to improve customer service at your call centre! And, at SIClytics, we believe we have the perfect tools to help you to provide the best customer service possible. Contact us and ask us about our Telemarketing Reporting, Live Call Monitoring and Lead DaFeeder services. They’ve all been known to vastly improve call centre operations. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.