Being the manager of a call centre is hard work. You have a long list of employees to be responsible for and most often a very busy, noise-riddled working environment to conduct business in. Call centres can provide great results if the phone agents who are hired to work the lines are enthusiastic, motivated and well-trained about the products and services they’re offering. However, they always need your help.
No matter how talented your phone agents are, they will inevitably require a little assistance. As a call centre manager, it’s your job to ensure that your team members have received adequate training and get regular feedback. You’re no different than the coach of a team. As a leader, you need to provide motivation as well as tips and pieces of advice that speak to your expertise in your chosen industry.
This is what makes call monitoring so important. Listening in to the calls of your phone agents is definitely the best way to discover how to help them become better at their jobs. Being able to listen in and make notes of some of the missteps they may be taking will help you to guide them in new, more productive directions. Addressing such concerns as tone of voice, following the script and being able to answer questions effectively are all important.
At SIClytics, we offer a fantastic Live Call Monitoring service that allows you to monitor calls live and as they happen! As well, this great feature gives you the opportunity to jump in on the calls, if necessary. That way, you’ll be able to both train your phone agents by leading by example and avoid the potential loss of disgruntled clients all at the same time. Our Live Call Monitoring service also offers “whisper” capabilities that allow you to speak to your rep without having the customer hear you!
Let’s look at a few ways that monitoring improves customer service:
It allows you to resolve issues quicker. Think about those situations when calls need to be escalated to managers such as yourself. By listening in to the call before it get transferred to you, you’ll be able to already ascertain what the concern of the caller is. That way, you can more quickly address and resolve the issue before it gets any worse. Customers will appreciate your attention to detail and ability to provide expedient service.
It enables your staff to increase sales. When you’re able to whisper messages into the ears of your phone agents while they are on the calls with their clients, your team will be better equipped to highlight the benefits of the products and services you offer. The type of live feedback our Live Call Monitoring service allows for will help to minimize hang ups and reasons for your reps to have to call clients who wish to “think it over” back.
It helps your team members to build rapport with their clients. Being able to whisper helpful advice to your reps will simply make them better customer service representatives. In some cases, your help may mean the difference between securing a long-time customer and losing one forever. Whispering great tips will make your reps more adept at answering questions correctly. And this makes customers happy!
At SIClytics, we offer solutions that simply help to make businesses better. We know what it’s like in call centre environments. And generally speaking, call centre managers and their phone reps could use all the help they can get! Regular feedback fosters stronger phone agents and increased sales. It’s been proven. For more information about our Live Call Monitoring service, please don’t hesitate to contact us at 1-877-374-6003.