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10 ways a call center can communicate better with employees

10 ways a call center can communicate better with employees

[fa icon="calendar"] Apr 18, 2013 10:52:24 AM / by Briana Songer

Briana Songer

Call centers are a hub of on-going communication, and it's necessary to be able to keep up with the flow of information. When the communication is effective, less mistakes are made, workflow is smoother and your employees are happier. There is always room to improve communication across all levels, even if the plan is well implemented and developed. Follow these simple tips to improve your internal communication.Call centers are a hub of on-going communication, and it's necessary to be able to keep up with the flow of information. When the communication is effective, less mistakes are made, workflow is smoother and your employees are happier. There is always room to improve communication across all levels, even if the plan is well implemented and developed. Follow these simple tips to improve your internal communication.
1. Bulletin Boards

Check out your message boards. Have they been abandoned or broken? Is it impossible to find relevant and updated information? Bulletin boards are a great way to post important messages your staff might have missed. Be sure to repair and frequently update your boards, making them look neat and professional.

2. Online Forum

If money is tight and you don't have the $$$ for a bulletin board, create one on your website! Make it only accessible to your employees and easy for them to simply log-in to the website and find updates, post topics and see other company information.

3. Communication Team

Put together a group of trustworthy people who are committed to improving the call center communication. Frequently meet with them as they are a great source of information. They have first-hand experience with the call center and will know what is and isn't working.

4. Phone Tree

If a situation suddenly comes up, a phone tree is a great way to quickly inform your staff.

5. Feedback

Make it easy for your staff to give ideas and opinions. Create a suggestion box or other form for people to quickly fill out and hand in. This will help prevent you from becoming tunnel-visioned in your ideas and actions.

6. Voicemail

If there's been a change in management or other information, make sure that your staff is getting the correct contact information. Update their numbers and messages regularly.

7. Newsletters

Regular company newsletters are a great way to keep your staff updated about company news. The included information can be from company news to birthdays, to future events. Depending on the company size, send them out once or twice a month.

8. Prepare your management

If you do come up with new communication techniques, coordinate with your management. Inform and train them to help carry out the new programs and help answer questions.

9. Social tech

Help build employee communication and quickly spread information by using chat, video and other media. This helps save time from trying to track people down. Just make sure there are controls to prevent unprofessional behavior.

10. Face-to-face

It's difficult to keep up and get to know employees, especially in a large call center. Schedule meetings where your staff (from different departments) are encouraged to meet and communicate. It's a great way to build up relationships and communication.

Along with these tips, it's important to be honest and open to help build up trust and keep the communication healthy. Take a good look at your call center communication and make note of what needs a solution and make the changes.

1. Bulletin Boards

Check out your message boards. Have they been abandoned or broken? Is it impossible to find relevant and updated information? Bulletin boards are a great way to post important messages your staff might have missed. Be sure to repair and frequently update your boards, making them look neat and professional.

2. Online Forum

If money is tight and you don't have the $$$ for a bulletin board, create one on your website! Make it only accessible to your employees and easy for them to simply log-in to the website and find updates, post topics and see other company information.

3. Communication Team

Put together a group of trustworthy people who are committed to improving the call center communication. Frequently meet with them as they are a great source of information. They have first-hand experience with the call center and will know what is and isn't working.

4. Phone Tree

If a situation suddenly comes up, a phone tree is a great way to quickly inform your staff.

5. Feedback

Make it easy for your staff to give ideas and opinions. Create a suggestion box or other form for people to quickly fill out and hand in. This will help prevent you from becoming tunnel-visioned in your ideas and actions.

6. Voicemail

If there's been a change in management or other information, make sure that your staff is getting the correct contact information. Update their numbers and messages regularly.

7. Newsletters

Regular company newsletters are a great way to keep your staff updated about company news. The included information can be from company news to birthdays, to future events. Depending on the company size, send them out once or twice a month.

8. Prepare your management

If you do come up with new communication techniques, coordinate with your management. Inform and train them to help carry out the new programs and help answer questions.

9. Social tech

Help build employee communication and quickly spread information by using chat, video and other media. This helps save time from trying to track people down. Just make sure there are controls to prevent unprofessional behavior.

10. Face-to-face

It's difficult to keep up and get to know employees, especially in a large call center. Schedule meetings where your staff (from different departments) are encouraged to meet and communicate. It's a great way to build up relationships and communication.

Along with these tips, it's important to be honest and open to help build up trust and keep the communication healthy. Take a good look at your call center communication and make note of what needs a solution and make the changes.

Topics: Feedback, Contact Center, call centers, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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