In The Contact Center, If It Is Not Broke, Don’t Fix It

To open new opportunities, set aside the policy of “If it’s not broke, don’t fix it.”

Foremost, the challenges of creating a world class communication culture are daunting.  Many management personnel believe their time, and their call center operational issues, are too important to invest in changing or creating from scratch a fantastic communication culture.  Many executives have the opinion “If we’re making money and things are sailing along, don’t fix anything.”  With this philosophy, one can only imagine the type of culture that exists in the call center.

In addition, the great challenge in building a top communication culture is that it embodies everything to do with people. The eleven principles mentioned above evoke human emotions, human thoughts, human conflicts, human feelings.  They present opportunities and team challenges that management and staff may simply not be qualified to initiate. Consequently, even if executives want to implement a new and powerful communication culture, they may have difficulty finding the resources to gain buy-in from management and staff.

Communication culture helps overcome motivation issues with agents.

Any concepts regarding ways to make communication culture happen may be digested and manipulated differently by different people.  Building consensus is tricky.  If five parties want to try something nine different ways, how can accord be reached?  In essence, why create a new communication culture for agents?  The job of an agent is to work the telephone. Perhaps creating opportunities for one agent is a doable process.  But creating opportunities for multiple agents is a bear.  Why create a daunting task for supervisors and managers that may end up failing anyhow?

Plus, challenges exist when it comes to buy-in.  Creating a communication culture is a two-way street.  Each of the eleven principles we mentioned above invites agents to contribute to building a communication culture.  The process simply will not work without agent participation.  Asking one or two agents to take initiative outside their daily telephone job is a doable process.  But asking multiple agents to do so may open up issues. It’s a well-known fact that when anything involves the interaction of many people, challenges abound, just as one-on-one basketball is easier to play than five-on-five, and small crowds are easier to manipulate than large crowds.

It is no surprise, then, that agents wonder why they should invest their time and energy for a call center. Making agreements, carrying out duties and developing correct courses of actions can paralyze call centers and render any attempt to build communication culture moot if the participants don’t agree to bind together.  By introducing the objective of creating a new communication culture, all staff is forced to think about binding together.

About Call Center Today

Call Center Today is a consultancy focused on sparking results within customer service and inside sales contact centers. Clients world wide consider Call Center Today an essential partner dedicated to accelerating performance. Our expert consultants deliver unparalleled solutions to ensure your inside sales and customer service call centers connect effectively with customers, prospects  and opportunities.

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