The foundation of any call center operation begins and ends with the establishment and execution of a first-rate communication culture. A world class, phenomenal communication culture will bring your call center the best of success.
The reasons why call centers falter are not because the agents are not motivated, or because the supervisors are green, or because the compensation plan isn’t proper. Those are the many effects from a particular cause. That cause is a fundamental lack of communication culture within the call center.
Management should understand that a call center is a unique beast. A call center’s whole basis of functioning properly revolves upon creating culture and building communication where agents and their telephones meet.
Identify and attack the root problems that are rocking the structure.
The lack of a strategic communication culture in the call center is the root problem. It involves every aspect of management and agent performance. Imagine communication culture as an overriding tenet of philosophies and practices that forms the foundation for everything that happens in the call center. It encompasses the structure of managing agents and supervisors on a daily basis; it encapsulates sales and customer service performance; it builds opportunities for feedback and growth; it overcomes roadblocks which invariably arise on an hourly, daily, and weekly basis. All that operates in the call center begins and functions through communication culture.
There is no question that every call center, by nature, has some form of communication culture. Most probably, it is not the culture management wants. Or it may be the culture they want but not the culture they need. Management at all levels must recognize that a communication culture of some type exists in the call center today. The objective is to turn that communication culture into a world class dynamic.
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About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday