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Module 2: Compose written communications in a contact centre

ryanrori January 28, 2021

After completing this module, the learner will be able to compose written communications in a contact centre, by successfully completing the following:

  • Ensure that communication is clear, accurate, concise  and that spell check complies with the rules of English grammar and syntax
  • Ensure that content and layout complies with company procedures 

Compose written communications in a contact centre

Your front-line personnel and customer service representatives are often the biggest part of your customers’ experience with your organisation. Without a positive experience, customers will go elsewhere. Because spoken and written communication skills are critical for agents to perform up to the standards demanded by customers, organisations need to quickly and objectively screen the candidates for customer interaction jobs. Written communication includes but is not limited to email, internal memorandum, SMS, letter and fax

More than ever, it’s important to know how to communicate your point quickly and professionally. Many people spend a lot of time writing and reading, so the better you are at this form of communication, the more successful you’re likely to be.

Identify your audience before you start creating your document. And if you feel that there’s too much information to include, create an outline to help organise your thoughts. Learning grammatical and stylistic techniques will also help you write more clearly; and be sure to proof the final document. Like most things, the more you write, the better you’re going to be!