Build a Stronger Call Center By Defining Your Company Culture

Finnegan Pierson

Call center employees are always looking for motivation to continue effectively representing your company. Business owners wanting to create a successful organization should define their corporate culture. Almost 50% of job applicants examine the company’s values when applying for a job. Business owners report a more than 200% increase in performance when they build goals based on the corporate philosophy. Now is the time to define your company identity, strengthen your team and improve your bottom line. Here are a few things to build a strong team.

Interview Your Employees

Start by asking employees what motivates them outside of doing their job well. You may find things that inspire people aren't simply a paycheck. They want to share success stories of how they helped a customer. Employees seek out companies that build interconnected teams and seek ways to improve the community.

Connect With Your Team

Building a connection between remote employees involves a lot of creativity, planning and communication. Many remote employees are concerned that they miss part of a message if they are isolated from the rest of the team. Effective communication skills are critical to your team. Send team-related messages in different formats – email, conference call or video meeting. If your staff is not remote, effective employees feel embraced in the team and relaxed with their coworkers.

Give Them Tools

Ensure employees have the tools required and are trained to meet new goals. For example, before implementing a 5G monetization strategy, perform a company-wide network and hardware survey. Implementing this new plan without a strong IT strategy may discourage and frustrate your staff. This frustration can directly impact your cultural vision.

Recognize Your Staff

Walk the floor and let your management team see you acknowledging the value of each member of your organization. Simply taking the time to pour a cup of coffee for a team member in the breakroom can build a strong connection. Acknowledge employees’ accomplishments. Remember that they are the voice of your company. Customers and vendors will recognize when your staff feels valued.

Develop an Onboarding Strategy

Use your culture to define your hiring policies. Interview applicants to understand how they will fit into the organization. Once you have selected the best candidate, develop an onboarding program that centers around the culture. Ways to integrate new employees into the team include:

• Provide a thorough tour of the office and surrounding areas, including areas of interest, such as the best parking spots, fastest coffee shop or the closest gas station.
• Create a welcoming workspace by cleaning their desk and stocking it with office supplies. Don’t forget to show them where to get additional supplies.
• Invite them and their colleagues to lunch for a less formal introduction.
• Be available for questions or concerns throughout the day, especially at the end of the shift.

Open Your Door

Employees have a deeper commitment to employers that listen to their challenges and help them create effective solutions. The only way to develop this relationship is to encourage them to speak with you. Your staff should feel that they can approach you with questions or concerns. Be sure to keep an eye out for signs of burnout. Burnout is usually a result of an imbalance in an employee’s work and personal life. When it affects an employee’s productivity, valued employees may terminate their employment. To be an effective leader, you should talk to your staff and understand their work ethic, motivation and personal values.

Employees committed to the success of your organization will be the ones that take your business to the next level. With a few modifications to your company goals and strategies, you can create a stronger employee framework and build upon your success.