Analyze Communication Process

There are several ways to communicate and share information and message
nowadays. With the advent of technology, communication is not only limited to verbal
and written way. One may also send a message through electronic methods such as e-
mail, chat, and the like. In this part of the module, you will explore the different ways to
communicate and the different pathways of communication in the Contact Center
Service industry.

Communication Pathways

More often than not, Contact Center Services providers communicate verbally.
Verbal communication in this industry may occur in phone or in person. In this type of
communication, the message is transmitted verbally. Hence, it is important to remember
the acronym KISS (Keep it short and simple).

For example:

A. I understand that you lost the receipt but we have to follow the
standard procedure regarding return of items without receipt.
B. I understand your concern. However, we have procedures to follow
regarding the matter.

Statements A and B contain the same message. However, statement B

transmits the message in a simpler yet more concise way.

Verbal communication may either be oral or written. Written

communication is also a common form of communication. These are
printed messages such as memos, proposals, training manuals, company
policies, and letters. Written communication is asynchronous, which means
that it occurs at different times. The sender may write a message that the
receiver may read anytime.

Oral communication occurs in telephone calls. Call handling skills are

the skills that you have to possess to be part of the Contact Center Service
industry.

E-mails and other electronic methods of sending message can be

classified under written communication. An E-mail is the inter-office and
inter-organization mail system. It is a system of worldwide electronic
communication in which a computer user can compose a message at one
terminal that can be regenerated at the recipient’s terminal. E-mails are
also asynchronous. Businesses nowadays rely on the use of e-mail as a
form of communication internally (within the company) and externally
(outside the company).

Let us compare the different types of communication. Look at table 2 below.

Table 2. Advantages and Disadvantages of the Different Ways to

Communicate

Ways to Communicate Advantage Disadvantage

 Speaker is
Oral communication  Brings quick usually unable to
feedback process message
before speaking
 Does not bring
Written communication  Messages can be instant feedback
edited before  Takes time to
sending prepare and
 Can be saved for requires writing
later study ability
 Relies on good
Electronic  Disregards the internet
communication aspect of connection
distance

It is also important to identify your communication pathways as a Contact

Center Services provider. In this industry your, primary communication pathway, is
from you as an agent to your customer. In this pathway you will be maximizing the
use of oral communication since most of your customers are located off-shore.

Nevertheless, you are not limited to this pathway. Communicating with the
people around you in the workplace is also a part of your job. You communicate,
whether oral or written, with your supervisors, peers, and subordinates.
 Below are helpful tips for you to consider in establishing
good communication among your customers or anybody else in
your workplace. You must be:


alert

pleasant

polite

friendly

fair

thoughtful

cooperative

humble

tolerant and considerate

loyal

sensitive

honest

show self-control

flexible and adaptable

punctual

enthusiastic

responsible

No matter what form of communication you intend to use or which

communication pathway you use, always remember that the key to a good
communication is courtesy. Be courteous all the time.

REFERENCE:
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