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From the blog

Effects of Good Communication Lines in a Call Center

Communication Lines
© UMB-O / Dollar Photo Club

Solid relationships are built through good communication. In a Philippine call center, it is very important that communications are kept clear as to maintain a sense of efficiency and urgency. The opportunity to communicate with colleagues leads to better teamwork and even increased productivity rate. Here are the benefits of having good communication in the workplace.

Promotes real and engaging conversations

Technology has enabled people to communicate even better with almost everyone around the globe. However, its effect on society has made real live conversations a thing of the past. When call center outsourcing encourage employees to have face-to-face conversations such as meetings and coaching. Though effective tools that enhance communication is very important, having real interaction helps agents in dealing with customers as they practice their interpersonal skills. Sending emails and chat messages are the primary tools of BPO employees to communicate. These types of technology are essential when it comes to keeping up with different time zones and a fast paced environment. However, real conversations are important to build rapport among co-workers.

Acceptance of Constructive Criticism

Coaching agents not only improves their performance but as well as gives the opportunity for employees to speak out about their performance. Therefore, it will improve their communication skills. Assessment should be concise and encouraging. Generic sounding comments will most likely not have an impact on employees. Constructive criticism should be given for inbound and outbound call center agents to improve and realize their mistakes.

Improves Listening Skills

Agents who constantly exchange feedback become good listeners in the process. An employee with good listening skills can help delegate accurate information within the workplace.

Philippine BPO centers that improve communication channels have employees who are more productive and motivated. When agents have the freedom of professionally communicating with each other, teams become stronger and will give better performance results.

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