What Is The Culture Of A Call Centre And Exactly How It Should Be Like - Sachin Sharma - ContactCenterWorld.com Blog
To start with, culture of a call centre is nothing but the atmosphere in which people come to work at and interact with the customers. It is said to more of feeling to know whether a culture is good or bad at a call centre. Broadly speaking, issues related to culture of a call centre are nothing but the long standing issues which aren’t resolved and the lack of implementing better actions to improve upon or resolve these issues.
So how it should be like? Let’s see in the below mentioned points.
Better culture = better customer service
Start to manage your work environment more even if it means keeping a plant on your desk to make it feel lively and for you to be more enthusiastic about your conversation. The customer service standards in a call centre define whether a better customer service will be provided to the customers and these standards are to be upheld by the people working for that call centre. A better culture means a happy call centre agent and in turn, a better customer service.
Managers should have presence
Managers should always have their presence on the floor. Management can never be accomplished by sitting somewhere virtually or from home for that matter.
Ask people for suggestions on how problems can be solved. Asking your juniors and seniors alike will create harmony in the environment.
The other minute but important things
- Fix the broken appliances in your canteen like microwave.
- Reward through day or half day off if not an incentive.
- Keep the AC working.
- Be a mentor for your juniors not a control freak.
- Let your agents have a life and go get yourself one as well, don’t be a robot and don’t turn others into one as well. Have fun, work hard.
Publish Date: April 26, 2016 5:51 AM