The Importance Of Boosting Employee Morale

Image of business partners making pile of hands at meeting

It’s a very interesting time of year. Autumn is officially here and the fourth quarter begins in under a week. For most business owners across Canada, much is being done to entice customers to make purchases from them. Especially with the upcoming holiday season, there is an expectation that business is about to pick up. It’s important to note, however, that no business owner should simply assume that a sales boost is coming.

Efforts must be placed on making the public aware of the special deals, discounts and events taking place at any business. And while there is a wide variety of advertising avenues that entrepreneurs can take, there is a very important step that should never be overlooked when it comes to bettering a business. And that would be to ensure that your employees are happy. A happy staff, as is often said, is a productive staff!

“Your employees’ morale may need a boost,” states Marcus Erb on Entrepreneur.com, “After all, low morale can lead to poor cooperation, low productivity and increased turnover — and ultimately hinder a business from reaching its goals. Since employee morale can quickly build or break a company’s success, effective leaders often keep a close eye on it and enlist simple and creative approaches to strengthen it.”

Why is it so important to make your employees happy? Well, they are human, after all. And when people are in good moods, they simply perform their daily duties better. Most workers take great pride in the jobs they do. So, as a business owner or manager, when you acknowledge the jobs well done of your staff members, it can go a long way in securing their hard work and dedication for the long term.

What else can you do to ensure that your staff is kept happy? Take a genuine interest in their personal lives. No one is saying that you need to become best buds with everyone who works for you. In fact, it’s probably something we’d advise against. However, there is no harm in getting to know your team members so that you can acknowledge the things in their lives that are important to them.

This will mean a lot to them. Sometimes, it’s the little things that have the biggest impacts. On Forbes.com, Cheryl Conner provides some ideal examples. “Recognize every single employee’s birthday,” she advises, “Send gifts for new babies and weddings. Be involved in employees’ lives to let them feel loved and valued not only as employees, but also as family members and as human beings.”

How important is providing employee feedback? In case it isn’t obvious by now, it’s incredibly important to impart feedback on to your employees. Believe it or not, your negative feedback (read: constructive criticism) can have as much of a positive impact as your positive feedback. It all depends on how you provide it. If you let your team members know how much they mean to the team and that you wish only for them to succeed, you’ll be doing a lot to boost their moods.

Not to mention, you’ll be elevating their overall performances. At SIClytics, we offer Live Call Monitoring services that allow you to provide feedback in ways that were once unheard of. With them, you can instantly listen in to calls live and as they happen. As well, you may whisper information to your phone agents to help them along in their calls without being heard by the other parties. This helps to improve employee performance while boosting their confidence!

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

The Importance Of Having A Strong Call Centre Manager

Positive customer support team working in call centre

All teams need leaders. Coaches, managers and captains are all called upon to rally their troops in order to provide the best results possible. Most often, you simply can’t rely on the skills and talents of the members of your team. You need a strong leader who is capable of motivating each of the team members in order to inspire their best performances. This is why your call centre needs a strong manager.

What characteristics make up a strong call centre manager? Well, why don’t we begin with the traits that strong call centre managers shouldn’t have? Those who see themselves as enforcers with rights to hand down hard disciplinary action aren’t going to do very well in any working environment. While it may not be important for a call centre manager to “make friends” it is his/her job to be well-liked by his/her team members.

This is strictly because it inspires strong performances. Call centre managers who are friendly and approachable inspire staff members to perform at their best. You want someone running your team who team members feel comfortable talking to. That way, they will be encouraged to ask questions when they need help, serving only to better both the customer service practices and sales numbers of your company.

How important are people management skills? It couldn’t be more important! After all, the job of a call centre manager is to be able to motivate the best efforts out of a large group of people. Without the ability to be a people person, this cannot be possible. Furthermore, strong call centre managers need to be able to prevent and resolve conflicts that may occur between members of the team.

Being a good problem-solver is a huge component of people management – a trait all call centre managers need to have. This is of vital importance considering that many call centres hire staff members whose jobs it is to resolve disputes with customers. If you can’t help to quell conflict in the office, how can you expect your staff members to resolve issues had by their leads, customers and clients?

How important is the ability to provide helpful feedback? This is arguably the most important job of a call centre manager. Part of eliciting excellent performances is the ability to provide constructive criticism without damaging the emotional health of employees. A call centre manager must also know how to adequately monitor calls, using the technology provided to him/her by his/her company.

At SIClytics, we’re happy to be able to offer call centre managers incredible cloud-based services that assist them with monitoring their employees. Our easy-to-use Monitor Whisper service provides managers and supervisors with the ability to monitor calls live and as they happen. As well, they may also whisper feedback to their reps during those calls to improve performance on the spot. And the parties on the other lines won’t hear a thing!

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.

The Importance Of Monitoring Employee Performance

Manager checking his colleagues works in office

Even though you may be the owner of your business, or even its office manager, the majority of the customers who interact with your business will not associate you with the brand. Instead, they view the phone representatives that they have direct contact with as the examples of what your business is all about. When you think about it, your phone reps are your business! They’re the ones communicating with your customers every day. Their roles couldn’t be more important.

Because of this, it’s imperative that you monitor their performance. Making sure that your customers are both being treated with respect and given accurate answers to questions is integral to your company’s overall success. As well, you need to monitor the sales skills of each of your phone reps to ensure that your targets are consistently being met. On Chron.com, Samuel Hamilton explains how monitoring can help to identify strengths and weaknesses on your team.

How can monitoring help you to identify strong and weak links on your team? “When you have the ability to properly gauge employee efficiency, identify the strong and weak employees, and compensate them appropriately, then your business will become more productive and therefore more successful,” he informs, “Employees become aware of their peers who consistently receive pay increases and promotions and they strive to follow in those peers’ footsteps.”

There are, of course, numerous ways to monitor your employees so that they are kept on their toes. Naturally, it’s wise to provide regular feedback by way of one-on-one meetings. Be sure to include both positive feedback and constructive criticism in your meetings. To keep employee morale high, it’s important to regularly acknowledge the jobs well done by your team members. There are many benefits to showing your staff that you value their efforts.

Of course, you’ll also want to point out any areas where there can be some improvement. This isn’t something that you should wait to do. The quicker you address particular performance issues, the quicker they will be improved. Obviously, this only helps your business to shine in the eyes of the customers who interact with it. Hamilton also points out that you should commit to quarterly and/or yearly reviews.

How can regularly-scheduled performance reviews benefit your company? “Performance measures ranging from annual reviews to quarterly quotas ensure that employees work hard and well or face a poor evaluation,” he believes, “Once evaluated, employees can be managed through encouragement to keep up the good work, or else they might be managed through further training and coaching.”

How can monitoring your employees save you money? It’s certainly not worth it to keep employees on your staff who are simply incapable of doing their jobs. In the hopefully-rare unfortunate cases when phone agents are consistently underperforming, the money you’re spending on their compensation would be better used elsewhere. Simply put, employee monitoring is necessary to ensure that all staff members are performing at their best.

At SIClytics, we’re proud to offer call centre business owners and office managers our innovative cloud-based services that assist them with monitoring their employees. Our Monitor Whisper service provides users with the ability to listen to calls live as they happen. With it, they may also whisper feedback to their reps during those calls to improve performance on the spot!

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!