Human Telecoms Energy is a concept, defined by Nebula, which can be used to measure and explain how effectively and efficiently the people within an organisation are communicating. It also looks at what impact this effective or ineffective communication is having on the business and the productivity of employees.
Human Telecoms Energy can, and should be measured in both the positive and the negative.
Positive human telecoms energy in organisations is supported by the following points:
- A clear set of guidelines around how the staff are expected to use communication tools in interactions, when communicating internally and externally.
- Communication platforms and tools that are integrated into day-to-day business processes.
- Communications technology that is easy to use, both for employees and customers, in order to facilitate effective two-way communication.
- The ability to monitor the use, productivity and effectiveness of all communication platforms.
- Technology that supports the users preferred method of communication, be it phone, email, social media, etc.
- Technology which provides the most cost-effective solution for the company’s needs.
- Communication solutions that support the company’s internal productivity objectives and external customer satisfaction objectives.
- Technology solutions that complement the company culture and communications ethos.
With technology the possibilities for communication are vast and varied, from telephone lines, mobile phones, email, instant messages, video conferencing and more.
The core aim of communication, however, has not changed. People still need to convey information quickly, easily and accurately without losing any of the meaning or intention of the original message.
Good Communication Increases Efficiency
The more efficiently people within an organisation are communicating, the more productive they are.
When looking at the telecommunication infrastructure within an organisation, it is important to assess how much energy the people in the workforce are expending communicating with each other. Ideally they should be communicating effectively, through clear, easy-to-use channels.
If they are communicating poorly, through unclear, mixed, or unreliable channels, there is a high chance they are wasting both time and energy on unnecessary repetition, overcoming miscommunications and dealing with broken or redundant channels.
If a company’s telecoms are optimally managed through a unified, integrated system which can monitor usage, track performance, and optimise efficiency, it will start to add significant value and growth to a business or organisation.
Telecommunications infrastructure, and related communications platforms, should be integrated into business processes in such a way that they enable enterprise-wide unified communications ability. However, the technology alone is not enough; clear guidelines on the proper and effective use of technology, together with Business Intelligence (BI) monitoring of communications activities are also essential.
Fully integrated communications technology should also enable workers to communicate effectively from anywhere, at any time. This includes workers who are in the office, home workers, remote or site workers and roaming workers.
Good Communication Creates Satisfied Customers
The more efficiently people within an organisation communicate with customers, the happier those customers will be.
It is important for a business to have clear lines of communications between themselves and their customers. For the customer, it is important to be able to easily get hold of someone within the company through the channel which is most convenient for the customer. For the company, it is important to convey their messages to both existing and potential clients in a clear and efficient manner.
Clear lines of communication help the customers get what they want, make sure any problems are resolved quickly and efficiently and make the customer feel heard.
Poor communication between the company and clients can be caused by complex and disparate telecommunication systems and confusion or uncertainty about the most effective communication media to use for a given interaction (sales, service, collections, etc.). This can lead to not only lost time and energy, but also lost revenue for the company.
Having an efficient unified communications technology platform which integrates multiple channels such as email, SMS, voice, video, social media, etc., will allow clients to contact the company in multiple ways, and always be assured of an efficient and helpful response.
In order to improve communication and prevent losses, companies need to move to a state where there is complete certainty, control and clarity around the channels of communication in a business telecoms environment.