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For over 15 years, Mass Markets has provided Call Center Services for some of the largest and most recognizable brands in the world.
Customer experience and brand care experts, clients count on Mass Markets to produce anything from new leads to inbound customer service and outbound sales. Mass Markets is a tech-enabled call center service provider that delivers innovative business process outsourcing solutions, infrastructure, and top customer-facing talent.

Partner with Mass Markets for all of your outsourced call center needs.

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Mass Markets | Customer Experience Solutions | Tech-Enabled Contact Center Services

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For over 15 years, Mass Markets has provided Call Center Services for some of the largest and most recognizable brands in the world. Customer experience and brand care experts, clients count on Mass Markets to produce anything from new leads to inbound customer service and outbound sales.

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After reviewing the internal situation, data revealed that more employees believe that Mass Markets lacks transparency in the workplace and doesn't believe that Mass Markets' leaders are credible. Employees believe that the workplace lacks transparency due to not receiving enough information regarding different programs in the workplace. They also believe that leaders lack credibility because of having multiple opinions and giving out false information. Still, we want to know if the steps are presented to Mass Markets, would they take these necessary steps to change the environment of the workplace.

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-Work to increase the transparency in the workplace
-Working to add credibility to leadership

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-Of the 32 employees that were surveyed, 88% of employees stated that they believe that Mass Markets is not transparent enough.
-Employee statistics shows that 59% of employees do not think that their leaders, such as Supervisors, Management, HR, IT, are credible.
-50% of employees say that they don't understand the mission & vision statements of Mass Markets.

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-Increase the transparency by 40% through open communication between leaders and agents

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-Increase internal communication between leaders so that they are able to communicate one goal

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-Lack of respect with employees & leadership
-Leadership not willing to take initiative to help fix problems

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Goal
-Increase the transparency by 40% through open communication between leaders and agents
Objectives
-Increase the transparency by 40% by having pre-shift meetings once a week with agents on new updates with programs
-Provide agents with more engaging tools such as surveys they can complete during their shifts to get feedback on what Mass Markets could do better to accommodate them.

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Goal
-Increase internal communication between leaders so that they are able to communicate one goal
Objectives
-Provide agents with more engaging tools such as surveys they can complete during their shifts to get feedback on what Mass Markets could do better to accommodate them.
-Have management and supervisors meet every morning to discuss agents performances in order for supervisors to give out clear and correct information to agents. Doing this will require verbal communication.

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Have face to face meetings with management
Tactics
-Schedule conference meetings once a week or everyday in the mornings to discuss daily reports, agent stat performances, and program updates

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Have one-on-one meetings with supervisors and agents
Tactics
-One-on-one meetings can either be face to face or through team chats to discuss daily news information about performances and program updates

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Attitudes
-Awareness, Depth of Understanding, Perceptions, Attitudes

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Communication Goals
-Measuring the communication goals that includes changes in awareness, depth of understanding, perceptions, and attitudes

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I will do most of the measuring with survey polls, but I will partner with HR to conduct more online surveys through email.

Most of the measuring will take place internally. We have sufficient management, we just need them to manage the sales floor agents and understand how the agents feel about how progressive the company is or if the company is progressing.

Measuring will take place every Monday at noon.

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Online Poll

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-Still waiting on online survey results
-Of the 32 employees surveyed, 15 expressed that Mass Markets have done better with face-to-face communication
-Of the 32 employees surveyed, 9 expressed that Mass Markets have improved their transparency regarding weekly information