Why and How To Create a Strong Call Center Culture - PlayVox - ContactCenterWorld.com Blog
A strong call center culture is like creating a family bond. Everyone involved feels happier and more committed to the cause when it’s a tight knit group. If you’ve already set the tone for a strong call center culture and all employees are on board, it becomes an organization that they are proud to represent and work for. Consequently, you’ll experience lower employee turnover rates and sick days.
The benefits don’t stop there.
A strong company culture not only contributes to increased employee morale but also productivity. A happy employee is a more productive employee. This means better customer service. And believe it or not, customers will take notice of a strong culture as it unifies service and tends to stand out from the crowd. As a result, they will be more likely do business with a company that provides quality.
So, how can you go about creating a strong call center culture to reap the benefits?
Stay in close proximity
Everything starts at the top. If agents don’t feel that they’re supported by great leaders, they won’t be able to perform to the best of their abilities.
Support can be as easy as being visible and sharing a common space. Management who work from home or have their separate office remove themselves from employees and inevitably place barriers. An agent or team leader might feel more intimidated knocking on the door of management or calling rather than simply walking over to their desk.
By being present, part of the team, or reinforcing an open door policy, it sends a strong message that management is in touch with the front lines and wants to understand the needs of their employees. This fosters a feeling of community and understanding that is crucial to creating a strong call center culture.
A day in the shoes of...
While you’re at it, don’t be afraid to pick up the phone and take a few customer calls. You’ll get to experience what agents do each day and understand the challenges of the job.
By working together and showing consistence, both staff and management will be able to be on the same page and be more in sync with the difficulties of the other and better collaborate to tackle their issues.
Define your values and follow through
To build a strong call center culture, you must also define your values as an organization. Think about the image you want the company to project, what you believe in and what you strive to be. Then, transmit that message onto your staff.
Not only should you discuss your message, but act upon it. If your organization strives to have the highest quality agents, offer unbeatable working incentives and put in place a fantastic training program.
Whatever you do, stick to your core values in everything you do. They won’t have much impact if only applied sometimes. They key is to be true to your word and push for all team members to do the same.
Recruit close to home
Like parenting, values are instilled from the very beginning. When recruiting, search for people who you think would be a good match with your call center. Social media and Google can say a lot about a person these days, so don’t be afraid to do a little stalking. Doing so will ensure that new recruits fit in with the call center culture you worked hard to build and promote with existing employees.
It’s the small things that count
If you are trying to foster a collaborative call center culture, showing love to your employees is a great way to start. Little things like having a decked out kitchen area with complimentary tea and coffee and a few comfortable chairs and tables so staff can take a breather can go a long way. It’s a small investment, yet sets the tone. It shows employees that you care about their wellbeing.
If you’re not sure how to improve the workplace, just ask your staff! Maybe they want a nap room or take turns bringing breakfast on Fridays.
A workplace where employees can socialize and form genuine relationships will benefit from better collaboration. Everything runs smoother when people work together and share the same vision.
Schedule fun, non-work related events where everyone can interact in a purely social setting. This will work wonders for improving relationships in the call center and make coming to work more enjoyable for employees.
Read on to see why you should let agents socialize more and how to do it.
Building a call center culture consists of creating a big picture, but also noticing the small details. It’s not easy, but when done right, your organization can be a harmonious place of work for employees which inevitably shines through to customers.
How have you worked towards building a strong call center culture? Tell us in the comment box below!
Publish Date: April 27, 2016 5:00 AM
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