Speak up and Listen Closely: Effective Communication in your Contact Center
- Contact Center, Customer Service, Quality Assurance
- BY tracy
- No Comments
Good communication practices are at the core of every successful business. Not long ago, the ability to communicate effectively was viewed as a ‘soft’ skill that was nice to have, but not all that necessary. We at Call Criteria however, have seen firsthand how previously neglected soft skills and an individual’s ability to communicate effectively,
Good communication practices are at the core of every successful business.
Not long ago, the ability to communicate effectively was viewed as a ‘soft’ skill that was nice to have, but not all that necessary.
We at Call Criteria however, have seen firsthand how previously neglected soft skills and an individual’s ability to communicate effectively, has become evermore critical.
Failing to communicate between the various layers of an organization in a quick and efficient manner can have detrimental effects on your bottom line and limit your ability to thrive as a business.
But how does this actually affect customer experience, and therefore the overall quality of products or services offered?
Realizing that poor communication within your organization can quickly snowball into unsatisfied customers, is perhaps the first step toward moving in the right direction.
Team members who lack guidance from management or don’t feel comfortable voicing their concerns or struggles up the chain of command, can quickly lose their drive to meet and exceed high levels of customer service.
According to reports from Slaw online legal magazine, 40% of malpractice claims against sales agents involve communication mishaps with clients.
In another study conducted by Harvard Business Review, a 5-point improvement in employee attitude resulted in a 1.3% increase in customer satisfaction and ultimately a 0.5% increase in overall revenue.
So just what can be done to create an environment where communication serves as a focal point of your contact center to the delight of your customers?
- Communicate from the get-go and do it often, as too much communication is far better than not doing it enough
- Create an open-door policy where all members of the team feel welcome to voice frustrations or organizational concerns, regardless of hierarchical roles in the company
- Hold regularly scheduled one-on-one meetings when possible, in addition to team meetings, to promote dialogue and effective feedback cycles
- Organize team-building events and competitions within and across departments to help motivate your team members and build on teamwork and moral
- Maintain a high level of transparency regarding company goals and short/long-term objectives and create a system where effort and performance are spotlighted and rewarded
Are your managers, supervisors and agents equipped with the knowledge and skills to communicate effectively?
How are you measuring the quality of communication in your organization and what processes do you have in place to improve upon them?
To find out how to better measure and identify areas to improve client facing communication, contact us today.