3 Ways To Strengthen The Call Centre Manager/Phone Agent Relationship

Call centre work can be gruelling. It isn’t the first time we’ve mentioned it and it certainly won’t be the last. At SIClytics, we have great respect for both phone agents and the managers who oversee their teams, knowing that they work within noise-filled, high-energy, often-hectic environments. Of course, the better that call centre managers are able to work with their phone agents, the more productive the business can be overall.

Are you a call centre manager looking to better your business? Here are three ways to strengthen the call centre manager/phone agent relationship:

1. Begin each day with a light-hearted morning meeting.

This is a simple, yet effective technique that will start each day off right. Naturally, it’s important to highlight the various priorities of your team each day. However, your morning meetings should be made up of as much friendly chatter as it is business-associated discussions. This will help to firstly, lighten the mood and boost the spirits of a potentially otherwise tuned-out audience.

But, secondly, it will encourage your team members to engage in conversations with you, making it easier to have open dialogue about various facets of the job. The more accessible you are to your staff members, the better the relationships will be. And strong relationships in the office enable you to offer feedback that will help to produce better results.

2. Schedule regular one-on-one feedback sessions.

Speaking of feedback, it’s absolutely mandatory within a call centre environment. A big part of a call centre manager’s job is to offer assistance that will help phone agents perform their jobs better. Some managers shy away from this, fearing that constructive criticism will dissuade their employees from trying harder. They fear that pointing out areas of concern will discourage their workers.

Not only is the opposite true (the vast majority of employees want to know how they’re doing), but the regular back and forth will help to grow senses of trust and respect within the call centre manager/phone agent relationship. Don’t forget that one-on-one feedback sessions are also excellent opportunities to get to know your employees better. They will help you to better understand how to communicate in ways that will serve to motivate them to perform at their best.

3. Equip your office with top-of-the-line equipment.

When your employees complain about their working conditions, it’s a reflection on you. To avoid this negative impression, be sure that your office is equipped with comfortable ergonomic chairs, well-functioning computers and cloud-hosted technology that make their jobs easier. We’re referring to such web-based telemarketing software as Lead DaFeeder which allows even the most inexperienced computer users to manage campaign dialing and dispositions.

We’re talking about a system that allows for one-touch dialing, doing away with the archaic practice of manually dialing phone numbers listed on pieces of paper. We’re speaking about an online filing system that enables your staff members to create and save valuable notes on each of their leads. We’re discussing a service that has been proven to enhance effectiveness, drive sales, improve customer satisfaction and provide insight into performance!

For more information about Lead DaFeeder, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Be sure to ask us about our Live Call Monitoring services too!

The Importance Of Listening To Your Telemarketers’ Calls Live


To a call centre manager, listening to the calls of his/her telemarketing staff is a regular part of the job. However, in the past, playing back call recordings was the standard way to monitor performance. Shortly after the calls were completed, call centre managers would listen back to pick out any instances when some assistance would have been helpful. The benefits to listening to call recordings included the ability to pause and rewind parts of the calls to ensure what was being heard.

The drawbacks, however, were many. Not the least of which was the fact that problems that may have occurred during the phone calls weren’t resolved during the first points of contact. Had the calls been listened to live, the call centre manager may have had the opportunity to step in right away, offer the required additional assistance and leave the customer with a much better taste in his/her mouth about his/her interaction with the company.

What are the major benefits of listening to calls live?

Well, let’s begin with the obvious. Immediate help is the best kind of help you can get. Customers appreciate when their questions are answered, their concerns are addressed and their problems are resolved – right away! Having to wait for a call back or even having to be placed on hold can be enough of an annoyance to send a customer to the competition. To vastly improve customer satisfaction, live call monitoring is practically mandatory.

Let’s not forget that with the immediate feedback you’re able to provide your phone agents, you’re bound to improve their performance. Arguably, there’s no better way to be better at your job than to learn on the job. By receiving help right away, your agent will be better equipped to handle similar situations in future – unassisted. Not to mention, phone agents tend to be on their toes when they know their managers are listening to their calls live.

Live call monitoring increases your phone agents’ credibility.

Better agent performance is just one of the many reasons that live call monitoring is so important. Improved efficiency, cost savings and increased credibility are other benefits to listening to your telemarketers’ calls live. On LinkedIn.com, U.K.-based entrepreneur, Chris Walthew explains that live call monitoring helps you to hear the credibility of your telemarketers on the phone.

“Regardless of your product/services, you want to ensure that the telemarketer representing your company is credible,” he writes, “Do they have enough knowledge of your company? Are they maintaining the level of professionalism that you expect from anyone representing your company? Through live listening, you can double check that the telemarketer is representing your company well.”

At SIClytics, we provide Live Call Monitoring services that enable you to instantly listen in to the live calls of your phone agents to hear what’s happening in real time. You can also use the feature to whisper information to your phone agents without the other parties hearing it. As well, the service allows you to barge into live calls in the event that they need to be taken over!

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.

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.

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.

5 Ways To Boost Sales In Your Call Centre

Smiling Customer service representative with headset on in a call center

Telemarketing is a tough job. It’s not the first time we’ve stated it and it certainly won’t be the last. There’s a lot to be said about Canadians who make their livings on the phone. They’re required to have a lot of patience, a lot of confidence and lot of tenacity. It’s important for them to be as knowledgeable about the products and services they offer as it is to be friendly and polite. Gaining favour with complete strangers, after all, is no easy feat!

This is why call centre managers have such important jobs. It’s up to them to properly train their phone agents to not only become experts in world of what they’re selling, but to have sharp over-the-phone skills. It is the combination of salesmanship and being a good people person that is the mark of a successful telemarketer. And boosting sales in your call centre will be the mark of your ability to foster that combination.

Here are five ways to boost sales in your call centre:

1. Ensure that your phone agents become products and services experts. If it’s one thing that would-be customers hate, it is company representatives who sound like they don’t know what they’re talking about. Your team members need to attain specific product knowledge that will give them the confidence to answer any questions that come their way. They should be well equipped with information that will help them to impress the leads they speak to.

2. Ensure that your phone agents have strong knowledge about your customer base. Even when your callers know all about the products and services you offer, it’s not enough if they don’t know a lot about who they’re trying to sell to. It’s important to be able to personalize your interactions so that the people being called feel as if their specific needs are being addressed. Having a good understanding of the target audience will go a long way in being able to make them part of your customer base.

3. Put your customers into calling categories. It’s wise to strategically group your customers into categories so that they can be called for the right campaigns. For example, having restaurant owners placed into one group is a great idea so that when you have a specific campaign that caters to their needs, your phone agents can hone in on particular ways to speak to them. Adapting sales approaches based on the customers is necessary to maximize sales.

4. Learn how to speak to humans. In other words, it’s not enough to simply follow a script. Everyone is different and therefore, not everyone is going to respond to the script in the same way. It’s important to be able to touch upon people’s emotional needs. Your team of callers needs to be equipped with members who are adept at empathizing and communicating in ways that let your leads know they are valued and respected as people.

5. Make your interactions personal. Use the customers’ names throughout the calls. Ask questions to learn more about their businesses, interests, likes and dislikes. Find ways to communicate the benefits of your product or service to meet the specific needs of each of your callers. Remember, that each call is about the customer, not your company. Finding a way to help the life of your lead is the best way to secure a sale.

At SIClytics, we offer Lead DaFeeder which has been called a “call centre manager’s dream”. It is an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions. It delivers a feature-rich set of processes that enhances effectiveness, improves customer satisfaction and provides insight into performance. Not to mention, it’s a fantastic way to help boost sales in your call centre!

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.

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.

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.

3 Easy Ways To Improve Productivity In Your Call Centre

Depositphotos_25727499_m-2015Call centre employees are among the hardest working people on the planet. In the space of any given work day, they speak to more people than most of do in a week. With that said, it’s important that a call centre employee has a very patient, yet outgoing personality. Often, it’s not what they say, but how they say it that counts. Imagine trying to endear yourself to over a hundred people a day! That’s the life of a call centre phone agent.

As a call centre manager, it’s an integral part of your job to hire and train special individuals to be on your team. And, we do mean special! Working the phones on a daily basis is no easy feat and it isn’t a job that just anyone can handle. That makes your job all the more difficult. Although it all begins with finding the right individuals, your day-to-day tasks involve keeping your team members motivated to be as productive as possible.

Here are three easy ways to improve productivity in your call centre:

1. Hire using personality as a priority. As mentioned earlier, the ways in which your phone agents speak to your leads is arguably more important than what they’re actually saying. You need outgoing, energetic and enthusiastic individuals working your phones. Without them, you’ll have dreary, zoned-out sounding reps who won’t bring in the sales you’re looking for to make your company successful.

On CallCentreHelper.com, Oliver Heaton insists that you employ extroverts. “If a call centre agent is able to keep the attention of the customer for longer, then this may mean that the customer feels comfortable talking to this call centre agent,” he writes, “Being an extrovert means being sociable, enthusiastic and ambitious. Call centre agents need to be confident in talking to whoever is on the other end of the phone and be able to quickly build a rapport with them.”

2. Create teams and encourage friendly competition. It’s hard to debate the fact that when you incentivize people, you motivate them to perform better. Call centre environments are the perfect workplaces to create teams within a team to inspire a competitive atmosphere. Offer weekly and monthly prizes or cash bonuses based on performance to encourage the members of your staff to perform at their absolute best.

“Motivating call centre employees can create an environment where a culture of optimism can flourish,” says Heaton, “Healthy competitions in the workplace increase motivation and productivity when used in the right way. Consider creating teams competing against each other, as this will boost all of the participating members’ enthusiasm and productivity. Encourage employees to share what works and what doesn’t work with their team members.”

3. Invest in call tracking technology. At SIClytics, we offer call tracking services that are designed to measure the incoming and outgoing calls that are made using your telecom account with approved SIP vendors. Our innovative system assists you in growing your business by giving you the information you need to improve your marketing efforts. Learning about which of your advertising sources are driving the most calls to your call centre goes a long way in increasing profits.

Heaton also explains how call tracking software can send ‘missed call alert emails’ which contain a caller’s contact number as well as information about the marketing activity that motivated his/her call. This data includes the keyword that was searched if the call originated from a website view from a search engine. “This enables call centre staff to make the most of their less busy times by calling back customers whose call they were unable to take earlier,” he writes.

For more information about our call tracking services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. If you’re not completely satisfied with our services, you have the option of cancelling them within 30 days thanks to our 30-day money back guarantee!