How to Improve Communication within Contact Centers
Effective communication is essential in enhancing the performance and success of any call center. It helps the staff to know their role within the company. Such schemes also teach the business’ core values to the employee and customers. Communicated goals and targets also boost the morale of the staff. It does so by setting out realistic targets and encouraging competence and confidence. This goes a long way into reducing waste in terms of working hours and operational costs. Here are a few ways to improve communication within contact centers.
Have a Clear Mission Statement and Core Values
Every business needs to communicate its core values and mission statements to employees and customers. This could start with the company’s foundation history and a clear description of the benefits the brand represents. This could also include charities and fundraising activities the brand supports.
Such information can help the employees understand their roles within the enterprise. It also connects all the employees and customers to the company on an emotional level.
Establish an Effective Communication Protocol
Companies also need to set up explicit peer-to-peer communications schemes. Such measures help in establishing a transparent chain of command. This allows agents to know where to turn when fielding customer requests beyond their expertise or job description. This ensures that the customers can enjoy a seamless service delivery. It also helps the company save loads in terms of costs and staff-hours that could be wasted in complex chains of command.
Have Regular Company News Briefings
Regular news briefing helps the employees stay current on events within the company. This eliminates speculation and doubts that could interfere with employee morale. Such news could cover any aspect of the company. This includes news items such as mergers or acquisitions, new hires, product launches, and many more. Such information could be distributed through emails, memos, newsletters, and even during meetings.
Staff Mentoring and Training
A well-trained employee is a precision, guided asset. Companies that host regular mentoring and training sessions experience lower staff turnover. Such training should not only focus on building practical core skills but the employee’s social skills as well.
Offsite Team Building Initiatives
Offsite team building activities allow your team to cool off the pressures of the office. Team building activities also allow them to bond and think as a solid unit. They also get to interact in ways they can’t get inside conventional offices. Seminars and workshops also empower employees. Such events provide them with the tools that help them to identify and set up personal goals.