Internal communication’s role in values alignment and service quality in an inbound call centre environment

Abstract

This paper investigates internal communications role in the values alignment required to improve service quality in an inbound call centre. Through the measurement of organisational climate variables relating to internal communication and organisational values, insight was gained into the relationship between the agent's perception of the organisational values and service delivery. A modified Psychological Climate Questionnaire, augmented with questions derived from organisational policies and procedures associated with service values demonstrated a statistical relationship between internal communication and the agent's perception of organisational values. Internal communication explains a significant amount of variance in relation to the understanding and uptake of organisational values, an outcome that will be used for further investigation on internal communication, management and service quality.