How to communicate effectively in your customer service team

Your customer service team consists of multiple individuals, each with their personalities, habits and work methods.

This diversity can make it more challenging to function as a cohesive team, especially if employees enter the company with little to no training, evaluation or guidance. Without good communication, how should employees deliver the standard of customer experience you demand?

Making your call center's internal communication as effective as possible is fundamental to building a successful customer service team. How can you improve your team, and what options are available to help?

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Why is internal communication in call centers so important?

First, let's understand why it's essential to focus on internal communications in your call center. The following are some of the reasons why internal communication is so important.

How employee performance affects co-workers

Customer service involves many levels of employees: service agents, team leaders, managers, and QA analysts (if you have an effective quality assurance program, you should do so).

Everyone has a role in assisting customers, but no one is an island: one person's performance affects another's.

The QA Analyst's job relies on monitoring and evaluating service agents

Team Leaders' jobs are based on supervising and supporting the agents under them

Managers must manage all employees and ensure everyone is meeting goals, performing their duties, etc.

If someone on the customer service team is unclear about their responsibilities and makes a mistake, this can impact others. This means possible interruptions, delays and oversights, all of which can reduce the quality of your customer experience.

If you take such a lax approach to your call center's internal communications policies, you'll be among the companies losing $75 billion a year to poor customer service. Your target audience is less likely to remain loyal if your team appears disorganized, poorly organized and unaware of the interactions they may have had previously.

Foster teamwork

Good internal communication helps maintain a smooth, clear workflow from the top down:

· Everyone knows their job.

· Everyone knows how to do it.

· Everyone knows when to ask for help.

Solid communication also fosters a more robust teamwork approach. Employees who focus on different aspects of customer service will form closer bonds, enabling them to understand how their performance affects the work experience of their colleagues.

If they feel they don't know their colleagues, employees will find it difficult to trust them truly. This suspicion can lead to resentment and perhaps even conflict. Managers and team leaders will find it much more challenging to manage a fractured team than a harmonious one.

Finally, proper communication helps reinforce the company's values and goals: the more employees know what the brand stands for, the better they will be able to represent it.

How should managers communicate with their employees?

Managers must take an active role in the internal communication of their call centers: it is not enough to wait for employees to come to you with questions or problems.

You must motivate, inspire and encourage everyone to perform at their best. This will improve employee engagement and increase productivity by up to 22%.

Simply being more available and open to workers can make a big difference. Don't hide in the office:

· Deal with service agents.

· Evaluate performance with QA agents.

· Generally, be open to criticism.

No one wants to work for a manager who thinks they are better than everyone else and is completely inaccessible. Make sure your team knows they can turn to you for advice, guidance, and inspiration when things get tough.

Provide feedback appropriately through open communication

A vital aspect of a thriving call center is providing performance feedback. An ongoing quality assurance program is critical to evaluate the work of your employees, including service agents, team leaders, managers and even the QA analysts themselves.

Reviewing interactions, assessing productivity, and other elements of daily work provide valuable data for analysts. However, communicating findings correctly can have a huge impact on how it is received - not to mention the results that may be achieved.

Feedback can be provided through face-to-face meetings between employees, QA analysts and managers or team leaders, but it may be more practical to use other methods. For example, the best QA software allows for real-time messaging: this is perfect for letting employees know instantly where they are getting things right or wrong.

They will be able to incorporate guidance into their current customer interactions, providing a higher standard of service on the phone or in live chat.

When providing feedback (in fact, in all types of communication), it's always critical to keep in mind how each person feels. Certain people may be embarrassed by flaws in their performance, and if you are too blunt, you may alienate them altogether.

The more open the communication, the more each person will understand the different personalities and attitudes within the customer service team. As a result, such errors in judgment should become less and less frequent.

Create a communication-driven culture

Invest time and effort in creating a culture of transparent, honest communication between employees at all levels. Your service agents should be chatting with their managers, and your QA analysts should be chatting with their team leaders - aiming to create a friendly workforce.

You can facilitate this by creating social spaces for employees during break times. Add a pool table or game machine. Offer snacks. Let employees know they can relax at multiple points in the day.

They may talk business. They may not. What's important is that they make connections, learn to trust each other, and talk things out. Over time, they should become happier and more engaged in their work, resulting in a higher level of service for your customers.

Another technique is to implement a chat tool just for your employees. Let them share ideas, jokes, stories and tips for handling irritated customers. Again, this is an effective way to connect and encourage employees to learn from each other.


Improving internal communication in your call center is critical to ensuring that your customer service team is as good as possible. Conducting quality assurance will help identify flaws in performance and strategy, and open communication makes it much easier to address these issues.

Avoid letting your employees become isolated and essentially play by their own rules. Use team-based communication tools and project management platforms to keep everyone on the same page.

As we've discussed, poor communication can lead to a poor customer experience. In the long run, this can destroy your business. As the National Business Institute's comprehensive infographic on customer service shows, 91% of dissatisfied customers will not send you any more business after receiving poor service.

Use customer support software which contains an efficient knowledge base, ticketing system Minimal cost to enhance customer experience.BClinked 

Rapid deployment, simple enough but effective customer support system