Good communication in the call center is an essential part of customer service

success. When employees have a deep understanding of their company’s values and
current practices, they are better able to perform their roles with confidence and skill.
Indeed, clear communications within an organization can lead to greater staff
motivation, realistic goal setting, reduced costs, and ultimately greater customer
satisfaction. Here are five ways to improve communication in the call center.

Establish the brand’s mission and values

Every brand should communicate its mission and values to employees and customers
alike. This may include giving a background on the company’s origins and
elaborating on the principles the brand supports. In addition, the brand may wish to
mention any specific charitable causes or organizations it supports or partners with.
By communicating such information, employees better understand their roles within
the organization, while both employees and customers can connect on an emotional
level.

Develop a clear protocol for

peer communications
During customer service interactions, agents should always know whom to turn to
when assistance is needed. Is there a specific peer to contact for a complex case?
Should a supervisor be notified? In addition, which channels should be used for such
communications? A clear protocol for peer communications is crucial to delivering
seamless customer experiences and saving time. By streamlining the process, call
centers may save costs with faster resolutions, and agents and managers will be more
efficient and confident in their roles.

Communicate company news

regularly
Employees should always be informed of current events at the company. For example,
information such as new hires, new products and services, and product recalls can all
impact how employees function in their roles. Such information may be shared
through newsletters and emails as well as during meetings and training sessions to
help employees perform their tasks more efficiently.
Give employees thorough
training and mentoring
Maintaining a dialogue with employees regarding their performance is essential to
helping them do their best. Training sessions should feature activities that help
employees build both practical and social skills, such as roleplaying to better
understand how they might communicate more effectively with customers. Mentoring
is also an important part of their personal development. For example, giving agents a
chance to meet regularly with a peer mentor or manager can help them discuss their
experiences and obtain feedback on how they might improve individually.

Offer team-building activities

offsite
In addition to training sessions, offsite activities are a great way to foster a team spirit
in a less intense environment. Giving employees a chance to get to know one another
and enjoy fun activities together away from the office can boost morale. Furthermore,
offsite professional development activities such as seminars and workshops that
employees may choose to attend are also great for helping them attain personal
goals.In every company, clear communications are essential to increasing employee
productivity and confidence. When it comes to customer service, effective
communication in the call center leads to more satisfied employees and customers
who are more likely to commit to a brand for the long-term.

To deliver the very best in customer service, learn about Vocalcom, a global leader in
cloud-based contact center software solutions and premium omnichannel customer
interaction platform for great customer experiences.