How do you ensure that the lines of communication are kept open and that the staff are kept regular updated of procedural updates and still run a call centre!!! It's such a challenge!!!
Keeping communication going within the call centre
Call Centre Helper Forum » Call Centre Management
(5 posts)
Three approaches seem to work
- 10 minute stand up meetings where team leaders cascade down information. Another team will need to be on hand to provide cover. These should be either daily or once a week.
- Email. A bit lazy but still quite effective
- Internal bulletin board or forum. Can cascade information, but can also work well as a two way messaging system
Posted 1 year ago
A company I recently worked for also used their intranet and dialler waiting screens.
Posted 1 year ago
Good suggestions Ruth
I also forgot that Plasma screens can also be a very effective way of communicating messages to the team.
Posted 1 year ago
we have built in 30 mins breifing time for advisor before the start of the shift for any new updates.
Posted 1 year ago
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