Call Center Communication | Contact Center Management

The best call for your company

Phones ringing, people talking, keyboards clattering – in a bustling call center, communicating to busy staff is a challenge.

They’re engaged in customer conversations so can’t be spoken to, and they’re busy using call software or CRM systems so already have cluttered computer screens. Call volumes are high and interruptions expensive.

But there will be times when important messages need to get through – and get read. System outages, product unavailability, emergency notifications, special promotions – all impact on staff’s ability to handle customer calls.

Checking emails or visiting the intranet aren’t practical for call center communication. When staff need to spend time reading long pieces of information, call waiting times increase and process efficiency is undermined.

In contact center management, the goal is to motivate employees and recognize excellence. The solution is powerful communications which are visual, engaging and memorable. That’s the SnapComms solution.

Ticker showing call center stats — SnapComms tickers are perfect for informing without distracting

HIGH IMPACT CHANNELS TO REACH CALL CENTER EMPLOYEES

How can you ensure important messages stand out from other internal noise? With information overload comes message fatigue - and a real risk of critical content being overlooked.

SnapComms internal communication channels ensure important messages are never missed. Bypassing email completely, these high impact visual tools get employee attention and generate action as needed.

Scrolling ticker – Easy to read and non-distracting tool for call stats updates, reminders, daily tips and staff shift schedules.

Desktop (or mobile) alert - Get noticed now for urgent messages about software downtime, process changes or emergency communications.

Screensaver – Visual channel for driving internal campaigns, recognizing employee of the week, reinforcing company values or promoting social events.

Newsletter – Combine multiple emails, announcements and notices into an engaging newsletter, saving your staff from repeated interruptions.

Survey – Interactive and engaging, to convey real-time feedback from staff, provide a ‘temperature check’ on staff morale and check general knowledge.

Staff quizzes - Entertaining and interactive way to reinforce training on new policies and procedures.

Communicating with call centers

New Product Launch

Spark interest, create a buzz and explain to staff the nitty gritty of your new product launch or marketing campaign.

Employee Benefits

Call Center Staff need to know what benefits they're entitled to - and deadlines for enrolment.

Internal Crisis

Frontline staff are usually the first port of call when a crisis happens. Make sure your staff are in the picture to respond to calls.

Employee Engagement

Inspire your Call Center staff with a variety of ways to motivate and engage them at work.

Customer Success

Instill a culture of Customer Success through better understanding of the long game and a focus on the ideal outcome.

Leaderboards and Gamification

Introduce a fun, competitive element - that can deliver on improving performance - with gamification tools such as quiz and survey.

INTERNAL COMMUNICATION TOOLS

Desktop Alerts

Unmissable pop-up messages, bypassing email for greatest impact. Ideal for high priority updates

Desktop Tickers

Short, punchy text headlines that scroll across computer screens for immediate visibility

Questionnaires

Customizable pop-up surveys and quizzes delivering exceptionally high response rates

Panic Button

Full-screen emergency alerts despatched to computers, mobile devices and large display screens

Digital Newsletter

Internal newsletter displaying video, live webpages, text, images and scrolling tickers bypassing email

Corporate Screensaver

Interactive screensaver that transforms desktops (and large displays screens) into digital billboards

Wallpaper

Non-intrusive yet highly noticeable channel that transforms under-utilized screens

Lock Screen

Conspicuous, visual channel viewed at log-in and locked mode for guaranteed exposure

WANT TO LEARN MORE ABOUT HOW SNAPCOMMS CAN WORK FOR YOU?

Send a brief description of your communication requirements, and we'll get back to you with a guide price!

Call Center Testimonials

“Before SnapComms it felt like we were constantly bogged down in emails, and the work day was spent managing the inbox. Now we have more time to assist customers and better manage workloads.”

Fred Celik

Service Operations Manager
Ensyst

"Rather than staff having to switch applications, and then trawl through their emails, with SnapComms, they receive relevant news straight to their screen. Our content is forced upon them … they can’t ignore it.”

Val Marquez
Project Manager - Owner Support Team
Holiday Inn

Call Center Case Studies

Telco Challenged by Rapid Growth

Effective communications are at the heart of the telecommunications industry. Add in a younger workforce, many working shifts, and uninspiring email messages, and it’s a recipe for communication breakdown.

Gold Star Standards for Call Center's Customer Service Team

In BNP Paribas’s call center, timely staff communication was critical. Email wasn’t the answer. Introducing the SnapComms solutions made their staff communications “engaging, interactive and effective”, getting the right message through every time.

Top 5 Trends Growing the Growth of Virtual Call Centers

Outsourcing of contact center services has escalated at over 10% in recent years. What's driving this growth?

Internal Communication Trends

Finding effective ways to communicate with call center staff - indeed all employees - is top of mind for employers. Here's how we see the trends shaping up.

Smart Solutions for Call Center Communication

Improve efficiencies and motivate teams without compromising calls