Business Communication

Case Studies

CASE STUDY (20 Marks)

Alternatives to email for call center staff. A significant percentage of LaSer UK’s staff are based in call centers and do not have access to email. Before the use of the SnapComms communications channels, internal communications consisted of supervisors dropping photocopied information onto employees’ desks and using team meetings for information updates. Internal communications were paper-based, time-consuming, and resource-heavy. Effective alternatives to email and paper-based internal communications were required. The fast message cut through for urgent messages. There were no effective and fast call center communications channels for urgent messages such as system outage notifications, business announcements, and fraud alerts. Communications channels to raise awareness without interruption. Laser UK was looking for channels to communicate less urgent messages to call center staff in ways that didn’t interrupt them whilst they were on calls. Targeted internal communications. Laser UK employs a range of staff types in different locations (Belfast, Solihull, and remote workers). It was important to be able to target internal communications to particular staff groupings. Increased leadership communications. The internal communications team wanted to find new and effective channels for leadership communication. Increased employee feedback channels. Other than a 2 year staff survey and a paper-based feedback scheme LaSer UK had limited channels for employee feedback. Laser UK wanted to implement a staff feedback system that provided quick snapshots of the business and gave employees the means to provide more regular feedback. The SnapComms call center communications system has allowed LaSer UK to meet its internal communications objectives using alternatives to email such as; desktop alert messages, scrolling desktop newsfeeds, interactive screensaver messages, and pop-up staff surveys. Messages can be easily targeted to specified groups of staff which allows the LaSer UK team to customize messages to suit different types of staff in any location.

Answer the following question.

 

Q1. Give an overview of the case.

 

Q2. How the SnapComms call center communications system has met internal communications objectives using alternatives to email? Discuss.

 

 

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