Keep the channels of communication open consistently.
Communication Culture begins by establishing dynamite communication for all employees, under the umbrella of a terrific culture for all employees. Those philosophies are not independent of one another. For instance, call center performance increases dramatically when management chooses to create an environment that recognizes all facets of communication. Communication that works in a call center starts with senior executives in chilly boardrooms and filters down to middle management in cramped offices. From this communication, front line supervisors and the very agents who will thrive and excel based on communication are conditioned to act.
Exceptional communication includes such basics as consistent meetings, encouraged participation, follow-up and action plans from those meetings, the urging of agent feedback, channels of communication that provide energy and motivation to the call center floor, clearly outlined operating principles, open-door policies for all levels of management, succinct goals and objectives, etc. If one can imagine free and open communication, one can imagine the value of communication within the call center.
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