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10 Techniques To Improve Internal Communication Within The Call Center

10 Techniques To Improve Internal Communication Within The Call Center

[fa icon="calendar"] Aug 30, 2016 10:05:56 AM / by Jade Longelin

Jade Longelin

 You might think the internal communication within your call center it Is secondary to striving good for excellent customer service. But believe it or not your internal communication goes hand in hand with good customer service. By improving the communication channels within the organization you're able to tackle issues from the source.
 
Not only that but a clear communication within your call center will open up lines so employees and management can be more in line with the values and mission of the organization and work together to be more productive.

If you are looking to improve the internal communication within your call center here are the 10 techniques to help you get started.
 

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1. Do it frequently

Communication should not be something you do for emergencies only. Or when something goes wrong. It doesn't only have to be for big news.
 
Communication should be something you do frequently and on a daily basis. Organizational messages can be anywhere from procedure and company updates to employee recognition birthdays and personal accomplishments that are non-work related.


2. Loudspeaker to conversation

It is usually in management that has news and special announcements to make. Nonetheless, it doesn't mean that management is the only one that needs to communicate.
Ensure that communication is a two-way conversation. This can be done by encouraging and listening to employees. Frontline staff might have great insight into customer needs. Not only is it important in terms of sales but communicating freely and being respectful to what employees have to say creates a more work harmonious environment.


3. Old school face-to-face

Over the past decades, the number of communication channels that have opened has multiplied. There are tons of apps and programs in order to communicate with one another. Yet, sometimes there is nothing as efficient as a good face to face.
 
Often times, we can't be bothered to get up out of our seats and we rather pick up the phone or drop an email to contact our fellow colleagues. In many cases, it is actually much easier to walk over to their desk, make a bit of small talk and address the issue.
 
Explaining face to face can be quicker as visuals and conversation avoid any potential misunderstandings. Take advantage of the fact that you are getting up to get a good stretch and get to know your colleagues over a coffee or a quick break.


4. Schedule team buildings

The internal communication of your contact center can benefit from employees building relationships and bonds outside the workplace, which in turn increases trust and confidence to communicate to one another in the workplace.
 
Look into fun team activities that require staff to work together and build their team spirit.

5. Cut the source of gossip

There is nothing worse than office gossip. It lowers morale and decreases productivity.
 
Build a no-tolerance culture towards negative word of mouth. To start off, steer clear of any participation. It's important to immediately address any gossip being spread and eliminate it the source. 


6. Create a company chat

For some reason, picking up the phone or sending an email seems so much harder to do than dropping a quick message through chat. Having a chat platform immediately creates a popular line of communication for employees. 


7. Create friendly break rooms

This creates a space for conversation and opens up an area that is meant for socializing. A break room is like a physical green light for staff to chit chat. It tells employees that it’s OK to take a breather.

This social space can serve the same purpose as team buildings by strengthening bonds and increasing teamwork and productivity.


8. Leave the office door open

Or even better yet, sit on the main floor with your team. By removing the door between your and your employees, it makes you automatically more approachable. If an issue arises, you are immediately available.
 
The formality of having to knock on an office door feels intrusive and makes staff think twice before getting up out of their chair and approaching the boss’s office.


9. One idea at a time

If communication is frequent, then this shouldn't be too much of a concern. Training staff for a complex new procedure? Break it down.
Have many messages to communicate to your team? Share one at a time. 

Breaking down dense information and choosing to communicate one single message makes it easier to digest and remember for employees.


10. Choose your channel

You’ve heard the expression, “It’s not what you say, it’s how you say it."
Depending on the subject you need to address, select the best channel for your message. A company news update can easily be shared by email, while a change in procedure might require a group meeting.
Decide on the best format to deliver your message to make it efficient and easy to understand.
 

Internal communication is vital if you want to provide excellent customer service. If you’re looking to improve and open more channels for communication and teamwork, PlayVox offers the solution to improve the quality of your organization.
 
 

Topics: employee engagement, call center best practices

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