When we explained that customer experience thrives on the collaboration of every role in a company, we pointed out that that the employees failure to recognize this hints work culture issues. This is why call centers in the Philippines (or any top outsourcing hub the world) reinforce the thinking that customer service is the duty of everyone, not just of the agents.
All employees must work with a collective purpose of improving customer experience, whether or not their job description entails direct interaction with the public. Doing otherwise may mean that the organization does not encourage and empower its people, nor promote accountability among them.
There are several steps that you, the leaders, can take to instill empowerment, encouragement, and accountability to your workforce, but first, you must know what causes workers to lose sight of their collective purpose.
Let them take center stage
After some time working in the organization, employees may get caught up in the daily grind, focusing more on individual tasks and tactics instead of universal objectives and goals. While it s perfectly okay that they fulfill what their job title entails, they should never lose sight of the bigger picture. Even if receiving customer complaints is not part of their responsibility, they must keep in mind that what they do contributes to the overall customer experience the company gives.
Explain to them why each role makes an impact. The website s responsiveness, the payment s speedy processing, and phone lines clarity affect the customers experience when doing business with your brand. So, the IT, finance, engineering, and other units have a great influence to customers even if they are not working at the frontline.
You could also empower your people by asking for their opinions during department meetings and through company-wide surveys. Knowing that their voice is heard creates a greater sense of collective purpose in what they do.
Make them participate
Once you have cultivated a sense of empowerment in the workplace, it is now easier to encourage workers to take part in company activities and consequently improve communication between colleagues.
You can get customer-facing teams acquainted with people who perform behind the scenes. Making every unit understand how each role affects the others can promote camaraderie. As a result, call center agents can be more understanding about why they may sometimes encounter technical troubles, while engineers and IT people will become more committed to keeping communication lines dependable, now that they know how faulty channels can subject front-liners into blaming from customers.
Teach them to take ownership
Empowered and encouraged employees are capable of owning accountability not just of duties but also of mistakes.
Once they know that everyone should be involved in delivering quality customer experience, they would also realize that they can all be accountable to failures. But the point of making them see their accountability is not to identify who should be punished. Instead, it should establish unity. Knowing the weight of each role makes your employees consider not just how they benefit each other, but also how they may harm other teams if they hold up. And in knowing this, fixing one role s mistakes will gain aid and understanding from other roles.