Good communication is an integral part of any call center company. Without it, the business will not flourish as well as others in the industry.
Being a call center agent is more than just being good at English. Yes, having great English speaking skills is an advantage in the industry, but there’s more to it than just knowing how to speak and write in English. There’s also having good communication skills, which every call center agent should have. With good communication skills and an even better call center VoIP service provider , every employee will be able to perform well and help achieve the company’s goals.
Adequate communication training is an essential part of building a call center employee’s communication skills. However, that doesn’t stop with the training period. As long as they are in the company, management should continue to develop employees’ communication skills.
Here are some useful tips to achieve that:
Reiterate the company’s mission and vision
For every employee to contribute well to the company, they should know why they’re doing their job and how it affects the company. Even after the training period, management should communicate the company’s mission and vision to their employees in a dynamic and non-repetitive manner. In this way, employees will understand their job better and feel closer to their roles in the company.
Encourage good team communication
A team cannot function to its full potential if even one person is not on board with the goals. To combat poor communication between team members , train your managers on how to build good team rapport. Once they are able to develop their team’s relationship from the first day, camaraderie, teamwork, and great co-worker relationships will follow.
However, developing group communication doesn’t stop at the workplace. In addition to in-office group activities, the company can also hold team-building events off-site to allow employees to bond in a more comfortable setting.
Offer an open avenue for feedback
One of the worst things that companies can do is not listen to what their employees have to say. Call center agents, most especially, may have a lot of things on their minds that they would like to share with the higher-ups. Perhaps they have some feedback about specific protocols or business processes? Or they have some complaints about the company or other employees?
Whether the feedback is constructive or not, a company should offer an opportunity for employees to express their opinions openly.
Give additional training
Since English is not the first language for many call center agents in the Philippines, a company needs to supplement gaps that employees may have in their communication skills. To do this, supplemental training can be given every month or every other month, with emphasis on soft skills, active listening, conflict resolution, and more.
Aside from training call center employees to speak and write in English, a company should pay just as much attention to developing important skills. With the tips above, the management will have more tools to improve communication within their companies.