As time progresses, the downplay of a mission and vision statement has been evident. Even more so, some companies choose to function without them.
What makes this a striking issue?
A mission and vision statement aids in unifying and integrating the different components of a single working force. If your company aims in setting the bar for optimal customer service experience, the question is, do the employees adhere to your presupposed expectation?
In the absence of a clear and concise mission and vision, performance and operations could be means to a vague end.
Here are 3 things that are important to consider when designing and implementing your mission and vision statement:
1. Setting the expectations
Service is the backbone of the Call Center industry and if there is a gap between what the customer wants and what the company offers, that’s where the rubber meets the road.
However, it is a relatively difficult task to address the gap when there is no theoretical goal to strive for in the first place. Therefore, standards must be established.
For starters, you can answer these simple questions:
- What are your goals as a company?
- What direction do you want to take?
- What values do you aim to foster in your employees?
- Where do you see your company 10 years from now?
2. Communication of goals
Once you have clarified your goals, it is of equal importance to communicate these to everyone in the company. And the most effective way of doing this is not just by printing your statements on a fancy tarpaulin and posting it on every corner of the building, but rather, by aligning your short term goals with your long term goals.
To prevent the idle tendency to work for compliance, communicating the goals to the employees is pivotal in the collective effort of thriving as a company.
Aside from that, your goals should be transparent to the customers you cater to.
What makes your services unique to other providers? What can the customers expect from you? Other companies have taken it up a notch by creating long-lasting catch phrases that simplify their mission and vision.
3. Realigning all the workforce units
The head down to the operating core must be in tune with the goals.
Are there specific tasks that must be removed because they do not serve your objectives or are there certain tasks that must be added to serve your mission and reach your vision?
As the industry continues to rise and grow, if everyone is faced towards the same direction, then gathering everyone altogether wouldn’t be much of a burden.
Most companies soar at a steady plateau and function at varying paces and this is because of a lack of unity. A mission and vision statement can remedy this by providing a sense of direction to the company. But don’t just a create a statement, live closely by these words.
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