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Effective business communication can be able to solve various things within an organization which include solving the problem of overloaded emails and lack of daily clarity and productivity and also solving the problem of both vertical and horizontal communication silos within an organization. This can also be used in solving the problem faced when undertaking communication with remote employees and also keeping in check and enhancing employee turnover, which would resolve the problem of low employee engagement. Effective communication would assist in solving the aspect of poor customer service, which then would consequently to better customer service within and outside an organization (Forsyth & Kaye, 2008).

For an organization to be able to set and establish an effective business communication process, various steps have to be undertaken. The first step entails auditing the prevailing state of organizational business communication and establishing objectives and goals. Secondly is the identification of the organizational core groups and the relationship that exists between them. This involves looking at the organizational structure and establishing all the groups that re involved in the functioning of the organizational activities. The third is choosing and defining the method of communication that would align with the organizational business communication objectives and goals with subject to core groups interactions within the organization. The next step involves choosing the right tools for communication and finally documenting the whole process of the business communication process. The success of every single organization consists of communication as the starting point due to the fact that poor communication is associated with too many business organizations risks. Effective communication avails an opportunity for both customer and employee engagement understanding. This enhances the creation of clarity, significant outputs, and enhancing the growth of both organizational revenue and profit (Guffey & Almonte, 2009).

Call centre communication

The concept of offshore and business outsourcing has been established as the current expanding business development. Thus, it has been determined that the potential impact and growth on language, globalization and the aspect of business communication has been immense. The business process outsourcing (BPO) is being undertaken in all languages; for instance, several Spanish speaking call centres have had an establishment in Brazil and Mexico. Japanese and Korean speaking call centres have also been established in China in the northern parts, for instance, Dalian. The growth of call centres within different nations has been phenomenal in the recent past. Basing on the political, social and economic perspective the concept of the call centre industry has been established to be extremely significant with regards to the development of a stable economy among various nations thus the provision of necessary training on future call centre employees has been established to be crucial (Jain, 2012).

Language has been established to play a significant role in the development of the call centre industry. Again, it has been established that the call assessment doesn't necessitate the inclusion of the key language components which are fundamental for achieving success with regards to customer service satisfaction. Researches have been able to establish the principles that are involved with the practice of good language assessment which includes the concept of validity which entails determining whether the communication assessment test has relevance to the party being targeted in a communication situation and finding out whether it actually presents a reflection of the target situation communicative needs. Secondly is the concept of reliability which entails determining the similarity of results over time and across different raters—lastly, practicality which entails determining whether the administration and marking of the assessment are actually easy. Thus, language assessments which are established not to meet these principles are regarded as being invalid (Friginal, 2009).

In a call centre, several fundamental aspects have to be considered to achieve effective communication that would enhance customer satisfaction. This includes the opening whereby CSRs are supposed to make a connection with the customer that would enhance the creation of a professional image. The second aspect is engaging in information gathering through acting positively and being able to assure the client that you're actually in a position to be able to offer assistance to them. Again, CSRs are supposed to find out the purpose of the call through acting positively and being able to assure the client that you're actually in a position to be able to offer assistance to them through establishing the factor of the matter at hand via listening and asking questions. Then offering the service by interpreting the facts at hand and telling them the steps you would take regarding their issue and having a closing part which entails reaching an agreement with the customer (Wrench, 2013).

Communication skills application in call centres

The aspect of being able to master communication skills entails dealing and being able to cope with different tasks, scenarios and customers. Generally, customers depend on courteous, prompt and efficient telephone service. The job of CRSs entails dealing with different complaints from customers and engaging in techniques of problem-solving that would result in prompting acceptable and positive solution that would enhance the satisfaction of customer complaints. Thus, being in a position to master communication skills entails understanding variety of styles of communication, the engagement of active skills of listening, and having the capability of mastering the delivery services quality through the phone (Mumby, 2012).

The styles of communication are categorized into aggressive, passive and assertive communication styles. These styles of communication go in both ways, which translates to the fact that they're possessed by both the customers and call centre agents plus also CRSs. The aggressive communicator isn’t always pleasant in dealing with since they mostly have dominance over communication efforts while ignoring the other party with regards to their complaints or suggestions while having constant interruptions. The passive communicator agrees with everything that is said by the other communicating party hence they allow one party to control and run the conversation thus such persons can't be firm enough for the provision of solutions, compromises or even carry out negotiations between customers. The assertive communicator consists of the capability of listening to the problem of the other communicating party and be able to provide solutions or conduct negotiations in forming a compromise or a problem resolution. Thus, the assertive communicator is the ideal type of call centre communicator (Jain, 2012).

Listening skills that are customer-based are fundamental for CSRs. The CSRs are supposed to ask the appropriate questions, make sure they know the answer before coming up with answers with regards to the questions asked by the customer and must also have the capability of determining the adequate and accurate vocabulary to communicate with the customer. In the provision of excellence concerning the call centre service, the attitude makes the difference. Thus, learning of different approaches to listening and undertake an effective answering of questions posed by the customer is a fundamental responsibility of CSRs (Friginal, 2009).

Social media, in the recent past, is considerably becoming an essential phenomenon aspect in international businesses for companies’ interaction revolutionizing and their customers, together with the marketing mix concept. Social media provides assistance in the organization’s brand connection with customers that the company didn’t have an idea they actually existed. Most t of organizations brands is dependent on search engines optimization and PPC ad traffic in establishing and new deals engagement. This has been done through Twitter, Facebook, LinkedIn, YouTube and Instagram (Brown, 2012).

Social media in business promotion

There various ways in which social media tools and mediums can be used in business promotion. Social media channels of marketing avail the chance for the business to speak or hear with subject to their prospects, their client base, and their business partners. Social media promotion significantly helps in increasing the recognition of brand due to the fact that an increase in visibility can be conducted via social media. Through the compelling contents of business posting that translates to value addition on brand with regards to the target audience, social media enhances more familiarity and accessibility with the brand to current customers and enhancing the establishment of new leads. Again, the use of social media promotion leads to inbound traffic increasing that translates to a presentation of an excellent strategy with regards to complementing efforts of optimizing search engines. Again, various forms of social media marketing channels allow the company to be able to reach out to a specific group of target audiences that helps in targeting and retargeting with subject to ideal customers. Also, gaining competitive advantage via social media could be because social media has been determined as being cost-effective that enormously assists in countering competition and gaining a competitive advantage for organizations that consequently the conversion rate is increased that results brand loyalty improvement (Brown, 2012).

The concept of social media can also be used in the business promotion since a huge number of people get their recommendations from social media. This is due to the fact that social media is being portrayed as the new word-of-mouth marketing form of which is regarded and established as the most powerful tool of marketing. People nowadays have considerable trust with regards to social media reviews and, in most scenarios, customers seek social media reviews prior to making the purchasing decisions. Social media marketing provides assistance in the company’s brand connection with clients that the company didn’t know existed. Most t of company brands is dependent on search engines optimization and PPC ad traffic in establishing and engaging in new deals. Hence, social media has been determined as an excellent outlet applied to bring new potential clients. Social media has been determined as a brand authority establishment technique in the market. This a business positioning effective strategy in the marketplace. Finally, social media in the recent past has gained popularity considerably due to its ability for new customer insights establishment to the business (Anderson, 2010).

Conclusion

Every single business activity within the organization is solely dependent on the aspect of business communication. This could entail everything within the organizational business concept right from the managerial communication all thought to the technology vendors communication. The success of a call centre communication is dependent on the CSRs having knowledge on how to use the language, being in a position to be able to fathom that the language presents a system of choices, and having the capability to be able to undertake the right choice that would enhance customer satisfaction and consequently the one that would end up meeting the assessment criteria that is used in the scorecards. Social media has, in the recent past considerably become an integral part of every business currently due to the fact that individuals are mandated to undertake communication with regards to work being done. Thus, there is the application of different social media tools in the concept of business promotion (Brown, 2012).

References

Anderson, E. (2010). Social media marketing: Game theory and the emergence of collaboration. Springer Science & Business Media.

Brown, E. (2012). Working the crowd: Social media marketing for business. BCS, The Chartered Institute.

Forsyth, P., & Kaye, F. (2008). The art of successful business communication. IET.

Friginal, E. (2009). The language of outsourced call centres: A corpus-based study of cross-cultural interaction. John Benjamins Publishing.

Guffey, M. E., & Almonte, R. (2009). Essentials of business communication. Cengage Learning.

Jain, N. (2012). Effective business communication. Tata McGraw-Hill Education.

Management Association; Information Resources. (2018). Social media marketing: Breakthroughs in research and practice: Breakthroughs in research and practice. IGI Global.

Mumby, D. K. (2012). Organizational communication: A critical approach. SAGE.

Wrench, J. S. (2013). Workplace Communication for the 21st century: Tools and strategies that impact the bottom line. ABC-CLIO.