Communication is an essential tool for any company, group, and organization. It is the life line that ties individuals, departments and organizations together in one accord. Communication allows us to convey information that will direct the direction of the company, its vision by expressing the goals we hope to obtain.
Communication is necessary, but more pertinent is to have an understanding, an understanding with co-workers, and other departments you interface with in the call center environment. Understanding allows us to have a meeting of the minds, be on the same page, seeing things in the same light to achieve the vision and goals set before us as it pertains to the company’s vision.
In an article I read: Best Practices for Individual and Team Communication by Larry Frentz states:
Team Meetings
Purpose: Team meetings are valuable for recognizing and celebrating achievements and keeping your team informed of important company and departmental information. Your goal should be to make organizational information relevant to the team. At team meetings, you should be prepared to discuss a number of regular company initiatives and news, such as quarterly earnings results, upcoming Town Halls, etc. You may find it useful to prepare a Frequently Asked Questions (FAQ) document to help you communicate key messages.
Meetings should have a clear purpose; an effective agenda is one of the most important elements for a productive meeting. Equally crucial is prompt follow-up to reinforce decisions, action points, and account abilities.
Frequency: Every leader should hold meetings with their team at least once a month. Duration will depend on the size of the team and the amount of material that needs to be covered.
I found the information useful in improving the course of action in organizing meeting to discuss the needs of the call center agents. Currently, Sound Telecom’s monitors meetings are held twice a month. They are productive and informative in solving call center issues and goals we are trying to accomplish. In this ‘think tank’ style of communication, we come together for the purpose to provide the best resources to help the call center agent be their best, while providing customers with skillful, trustworthy service.
