Communication in the Contact Center
We know that the function of the Contact Center is to provide a multi-channel external communication service: telephone, fax, email, instant messaging and others, but what about internal communication?
The work carried out in marketing, production, or sales is vital to attracting or retaining customers, neglecting aspects such as internal communication, which can generate rumors that negatively affect the company's image.
#Communication
From a theoretical perspective, internal communication is understood as a set of strategies aimed at transmitting business information so that managers, leaders, and work teams have clarity on the direction of the organization.
Therefore, it is important to have the human talent to translate aspects such as the brand's values and objectives into a communication plan, so that the Contact Center workers will know the importance of their position in the development of the company.
And they will have tools such as start date, important achievements, successful products/services, to contribute to growth from their work.
Likewise, the communications department directs strategies to optimize channels such as the intranet, through which relevant information can be delivered to the work team and data can be collected to help improve working conditions.
To give a little more clarity to the importance of communication in a Contact Center, do you remember the broken telephone exercise, where a person starts with a phrase and it gets distorted as it is transmitted?
The same thing happens in an organization where there is no clarity on what, how and when to communicate relevant information to employees, which leads to rumors that affect credibility, trust, and productivity.
Contact Center
However, Contact Centers have a unique characteristic that few companies possess, where communication becomes an excellent ally: human talent.
As for Internal Communication tasks, a strategy is linked that ends up going hand in hand with the tasks of this department, due to the positive impact on the work team: empowerment.
Basically, empowerment is an expression that refers to the power given to each member of the work team to make decisions, so in the work environment there must flow organized, up-to-date and well-expressed information.
As with many business strategies, the communications plan is accompanied by indicators to measure its effectiveness in support of improvement plans.
Keep in mind that working in a Contact Center can become repetitive and rigid, which can be demotivating, so a good communication campaign can strengthen interpersonal relationships by enhancing creativity and good ideas while leaving aside negative aspects.
Fountain: https://bit.ly/3exApty
Content Writing by: Isabel Uribe
#We invite you to read our blog post «Strategies to improve customer service»
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