Creative Call Center Communication Engages A Young Workforce

The company has a particularly young workforce and a high percentage of call center staff and shift workers. In twelve months it also nearly doubled in size. All these factors presented a number of internal communications challenges.

The high percentage of shift workers meant that it was difficult to gather staff into one place for business updates and news.

Staff turnover rates in the call center were higher than in other parts of the organization.

The average age of employees is 20 years old, meaning communications needed to appeal to a demographic used to engaging, entertaining and compelling media.

Call center staff were being bombarded with between 50 and 100 emails per day.

The company intranet was seen as ‘static’ and not updated often, hence usage rates and effectiveness were low.

A new communications platform would be essential to increase staff engagement, reduce turnover rates, embed a fun culture, and measure communications effectiveness.

The SnapComms solution has helped this telco achieve all its communications objectives. The company now has a range of tools to communicate effectively with all staff, and they have been able to measure and improve the effectiveness of induction programs in order to bring new call center staff up to speed more quickly.

Annabel Gould, Communications Manager, loves what SnapComms has given her because, "It's affordable, quick and simple to use, and the team at SnapComms have worked hard to customize the tools to suit us."

The SnapComms tools have communicated the benefits of working for the company in dynamic, interactive and highly visible ways, helping to build engagement and reduce turnover rates.

Click-through capability from the SnapComms tools has helped leverage the value of the intranet and reduce the reliance on emails, contributing to freeing up staff and minimizing email overload.