Quality customer service is the core goal of any call center, and it relies on call center agents’ communication skills. However, a call center will struggle to perform if internal communications are problematic. Contradictions from management, misunderstandings, and unclear directives can wreak havoc within a call center and reduce agents’ abilities to reach their target key performance indicators (KPIs).
Improving internal communication provides several benefits, including increased productivity, heightened employee morale, and a boost in profits. Companies can implement the following to improve their call centers’ internal communication:
- Provide clear communication expectations. Employees use a variety of channels to communicate, such as emails, texts, phone calls, or in person. Outlining expectations for tone and usage of these channels can eliminate confusion and frustration.
- Define each employee’s role. When employees don’t understand how their job contributes toward a team or company-wide goal, they’re likely to struggle or disengage. When employees know each other’s roles, it also empowers them to seek the right individual when handling a problem.
- Incorporate transparency into training. Onboarding and ongoing training are critical to honing employees’ skills, but that may not be clear to everyone on the team. Explaining the why behind the training demonstrates honesty and respect for employees’ time.
- Avoid spam-like communication. Employees aren’t machines, and they’re likely to glaze over when they open a long-winded or not-relevant-to-them email. Embedding pleasantries like “We appreciate your time and effort!” at the end of an email with little value comes across as empty and false. Emails should be easy to scan and truncated to the most salient points.
Ineffective communication within a call center can lead to information silos, process breakdowns, and unsatisfactory customer service. Excellent communication, both internal and external, is the backbone of a successful call center. Actec can provide your company with the high-quality call center you need. Contact us to learn more about our nearshore call center solutions.