The importance of internal communication: does your business need to speak up?

Posted by: Schepisi - Friday, June 13, 2014

Many businesses make and receive a huge volume of calls, all day - every day. Whether you’re an outbound calling agency selling a product or conducting a survey, or an inbound centre receiving enquiries, orders, or complaints, you treat your customers (and potential customers!) well.

Internal communication methods at work.

You strive to minimise those tedious situations where customers are stuck listening to your on-hold music for minutes on end, or when they’re handballed from one customer service rep to another.

Whether you’re an employer or employee, we can be pretty confident in assuming you’re skilled in communicating with customers and thus you deliver great customer service. 

Ongoing training and valuable feedback from customers help to nurture and further develop and improve the service you provide to them.

Can your business phone system streamline internal communication?

There’s another communication channel here, though, that can sometimes be overlooked: your internal communication. The communications chain isn’t a simple business-customer path.

Internal communication should be clear, consistent, and ongoing.

Remind your employees of company goals, and don’t shy away from sharing not only successes, but setbacks, too. 

When you’re faced with obstacles, tell your employees! Be clear and honest, and don’t be afraid to ask for feedback: they might have some great ideas to share.

Don’t forget, each facet of your business works towards achieving the same goals: gaining and retaining customers, which, ultimately, satisfies your bottom line.

Consequences of poor internal staff communication

The main consequences include employee disengagement and frustration and delays in workflow.

Perhaps most troubling is that it can trickle out to customer relations, too!

Customers develop an instant impression of your business from the moment you begin talking with them – it’s up to you and your staff to ensure the first impression they receive is a positive one! 

Can you imagine leaving your customer confused because you have told them one thing, only to learn that another employee has previously told them another? It looks sloppy, unprofessional, and slack.

How can good internal communication improve customer service?

To create a good perception of your business to your customers, you need to begin from the inside, and work your way out.

Customer satisfaction is built from a mix of knowing how to present to customers the value and benefits they want (marketing and sales), and fixing the problems your customers encounter (customer service).

Internal business communication is just as important as external.

An effective business communication system and strategy provides the following:

• Ensures a consistent delivery of information
• Creates a more constant delivery of service to customers
• Helps to reduce conflict and undesired behaviours within a company
• Breaks down department boundaries
• Creates a “flow on” effect: employees who interact well with customers are the ones whose leaders interact with them!

Open and transparent communication can prepare your team to effectively and efficiently deal with unplanned changes or unexpected drawbacks.

So, is an increase in call volume a good thing or a bad thing?

Its ambiguity lies in a lack of staff communication, and often naïve assumptions. Here’s a simple example:

A spike in calls to your business is a GREAT thing: maybe you’ve just launched a new product that people are eager to learn more about, or your latest advertising campaign appears to be paying off! You’re super pleased.

On the flip side, your call centre employees could think an increase in calls means more unsatisfied customers, more complaints, and more whinging.

In reality, it could be the same percentage of customers, just at a higher volume! The disconnection here is that a message that has not been effectively transferred from one division to the other.

This seems like a really obvious mark to overlook, but it is oftentimes the most obvious things that, when disclosed, create a clear and unison understanding across multiple departments. Additionally, research has shown that job satisfaction is increased when employees are engaged in their workplace: keep the conversation going!

In fact, 91 per cent of employees who understand their own role in a workplace work towards satisfying business goals.

What can a Mitel Phone system do for internal communication?

Mitel Phone System for Business

Regardless of whether you’re a corporate office with hundreds of employees, or have staff at different locations across the country, the streamlined functionality of Mitel’s business phone systems can help to improve overall staff productivity and create a more efficient environment.

It’s really quite simple.

Mitel phone systems make transferring calls between departments and locating off-site staff quicker and easier, saving you time and allowing your internal communication to remain strong and steadfast with minimal effort from you – let the phone system do the work, while you continue nurturing internal and external relationships.

Mitel phone system features

Mitel is dedicated to providing simple tools that offer rich features for small and large business alike.

A significant part of the telecommunications industry for over 30 years, Mitel carries the expertise and knowledge to provide a solution that can handle the demand of your business – no matter its size.

Request a call from our Mitel experts from Schepisi to learn what kind of phone system can improve your business’ internal communication!

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