Throughout the history of the telemarketing industry, there has been a need to provide feedback to phone agents. Call centre managers have the tough daily jobs of making sure that each and every one of their phone representatives have the necessary tools to perform their jobs well. Giving feedback – both negative and positive – is needed to improve overall performance. But, in the past, this could only be done after listening to call recordings.
How has modern technology improved the way call centre managers provide feedback? SIClytics’ Monitor Whisper service provides call centre managers with the ability to listen to calls live and as they happen. That way, there’s no need to sit and wait for call recordings in order to monitor employee performance. This helps to provide opportunities to significantly improve customer satisfaction.
The “monitor” portion of this service refers to the fact that call centre managers may listen to both parties on the call without being detected. The “whisper” portion of this service refers to the fact that they also have the ability to drop in to the calls to coach their agents. They can whisper suggestions to their reps without the customers on the other lines hearing them. The service also allows managers to take over the calls, if necessary.
How does Monitor Whisper improve customer satisfaction? Well, let’s consider the fact that the service eliminates the need for call backs to be made in order to satisfy customer complaints. Instead of having a report made about the complaint during a call, the call can be taken over immediately to be handled by a supervisor. This prevents the potential for losing customers due to issues being mishandled.
In best case scenarios, however, escalation isn’t necessary. Instead, by having helpful advice whispered to the phone agent during the call, he/she will be better equipped to answer questions without even placing his caller on hold. It should probably go without saying that the less you make customers wait, the more satisfied with the customer service they will be. No one truly likes waiting. Avoiding unnecessary hold times will go a long way in making customers happy.
How does Monitor Whisper boost sales for your company? Well, they say that knowledge is power. And this is why it’s so important to implement strong training programs for your new hires. Naturally, the more information they have about the products and services you offer, the better equipped they will be to sell them to your leads. However, in the event that a phone agent gets stuck about the details of your offerings, it’s best that they get immediate assistance.
Monitor Whisper gives supervisors and managers the ability to provide answers to phone agents right away. It makes a big difference to a prospective client when he/she is speaking with a representative with ample product knowledge. Of course, with this awesome feature, a lead will never know that the agent speaking is being fed product information live while the call is taking place!
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. And remember that if you’re not completely satisfied with our services, you have the option of cancelling them within 30 days for a full refund thanks to our 30-day money back guarantee!