How call centers in the Philippines communicate as a team

How call centers in the Philippines communicate as a team

January 29, 2014

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Considering the overall investment of outsourcing companies and the high stakes of customer support when considering client retention, a call center in the Philippines cannot operate without teamwork. Customer support representatives need to work as a single unit in order to reach unified business goals and produce acceptable results.

Here are some of the communication approaches that you can emulate from Philippine call centers to uphold a cooperative working spirit in your own office:

1. Know each other’s duties

Each member of a department must know their colleagues’ duties and responsibilities so that they can treat each other accordingly. Not only will this will promote respect and prevent any potential conflicts in the workplace, it will also help make work more efficient.

2. Know the policies implemented in the workplace

Your team should know the company rules that everyone should follow so that each member can remind or update each other about important matters such as work hours, benefits, and performance evaluations. By knowing these, your staff can avoid violations of company policies.

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3. Let everyone know about the team’s schedules

Make sure that the whole team knows about group deadlines and schedules to prevent one member from causing the whole team to be delayed. Also, you shouldn t assign or accept a task if it is outside an attainable timeframe.

4. Set realistic expectations

The tasks you delegate should be suitable for the people who will handle those activities. Otherwise, you might burn out your staff by assigning duties that are beyond their abilities. Try delegating one task at a time and setting a clear, reasonable objective for each of those tasks.

5. Monitor each other’s progress

This doesn’t mean that you should bother each team member from time to time just to know what they have been doing recently. Let your employees work independently, but mandate them to update a team calendar each time they accomplish a task. By having this calendar, you can check everyone’s progress and offer help, advice, or motivation to those who are falling behind.

6. Avoid favoritism

Leaders need to show consistency and equality to earn their followers’ trust. Do you treat your whole staff fairly? Do some of them feel excluded, or are there people who feel that they shoulder larger responsibilities compared to fellow members? A lack of fairness in your leadership may cause your team to fall apart, so practice equal treatment in every team interaction and business decision.

7. Encourage members to lead

Ask your team if they have any work concerns and how they want those to be addressed. You should also listen to their suggestions regarding decisions for the team and for the company. Instilling leadership skills in them would reflect your own ability to guide and hone potential in individuals.

Every call center in the Philippines makes sure that there is open communication between teams and each of their members. Communicating as a team is what makes these businesses excel in the global outsourcing realm.

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