Expert Insights

What Is a Silo?

Published On: 2nd Sep 2022 07:05

What Is a Silo?

Operational silos describe any processes, business units, management style or group of employees that don’t interact with other processes, systems or employees.

In theory, silos encourage expertise and make members feel responsible and accountable for their role in the organization, while providing focus for teams and individuals alike.

In practice, silos encourage behaviour that is primarily beneficial to the people within the silo. As office politics develop, collaboration deteriorates, decision-making becomes poorer and teams become increasingly inward-looking.

Whatever the cause of silos, the mentality they bring with them is rarely in the best interests of the organization, and never in the best interests of the customer.

Contributed by: EvaluAgent

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

What Is a Silo?

What Is a Silo?

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