Great internal communication in a contact centre environment doesn’t only improve the way you talk to your customers, but is also known to be one of the major organisational factors that positively impacts on staff morale. Here are our top five tips to help with your communication internally:
Rather than just sending out one weekly email newsletter with a long list of updates, try using different platforms online to be more effective in the long run. Instead of overloading your employees with tons of new messages at once, a company chat or Facebook group, as well as your weekly newsletter and a staff webpage might be a good combination to spread information and make it more manageable.
2. Create a communication team
Find a few employees who are passionate about internal communication and are keen to drive improvements. Staff from different departments will be able to talk about issues from the source, so that regular meetings can highlight less effective workflows and nip problems in the bud before they become too ingrained.
Pro-actively ask for feedback in meetings, one-to-ones or through staff surveys and let people know their opinions matter. Creating an open door policy that encourages a two-way conversation between managers and staff will give you a greater insight into how your team works and will also make your staff feel more valued.
4. Face-to-face
The best way to build up relationships, trust and good communication is by getting to know your colleagues. As it can be difficult, in particular in larger contact centres, to meet other staff members, come up with team building activities and create friendly break out rooms, where everyone is encouraged to meet, so that barriers are removed and communicating with each other becomes effortless.
5. Be consistent
Once you have chosen your communication channels, be consistent with how and when you use them. If your team knows when to expect the next newsletter and that the staff webpage gives them the most important updates for the day ahead, this not only provides clarity and ease, it also means unnecessary email traffic and queries within the team will be reduced.
