Call Center Operations

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November 29, 2011

Effective Communication is Key to Call Center Operations

By Jamie Epstein, TMCnet Web Editor


Can you name an element of any call center operation that can completely derail the entire workforce if not used correctly? The answer is communication and not keeping all members of the call center on the same page can prove extremely detrimental to the ongoing success of the organization.

A recent blog post written by Dr. David Butler (News - Alert) highlighted some key tips hat Butler has seen in maintaining effective lines of communication in successful call centers over the past 15 years.

‘One of the cornerstones of a clear and concise communication plan is an open-door policy. I do not mean the type of open door policy where one says, “I have an open-door policy” and then the door is always closed. I mean a literal open-door policy where the door to the supervisor and the manager’s offices are always open and available unless there is a private or confidential meeting taking place”, Butler stated.

When an employee feels comfortable discussing an issue or question they may have with upper management, it will help the agent to continuously enhance their knowledge while simultaneously being aware of what steps to take the next time a similar issue arises.

“Knowing that the top person’s door is open, as well as all of the other doors, is reassuring for the agents in the call center. This lends a level of confidence in the management in the center and also holds each manager accountable to their actions,” Butler added.

In addition to an open-door policy, an effective communications plan will ensure that across an entire organization everyone receives the information that is needed without delay, in a way in which doesn’t overwhelm them. In essence, this allows agents to receive key information right on their desktops, cutting down significantly on the time it takes to get everyone in-the-know. This also works to drive agents to talk with each other, without requiring management to get involved. “This gives the agents a chance to talk, like in the break room, with each other and enjoy the camaraderie that comes with working in a large organization,” Butler commented.

Without the correct model of communication in play, call center operations will have an extremely tough time relaying messages and imperative information to those agents who connect the center to its customers.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Chris DiMarco




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