Importance of Culture in Contact Center Outsourcing

By Sheila Shanker
Updated: August 17, 2011

Importance of Culture in Contact Center Outsourcing

A culture reflects the values of a business, and it permeates all employees with acceptable and expected behavior. It takes time to develop a corporate culture, and it’s hard to duplicate it in some other place. When a company has a strong corporate culture, it helps in recruitment and retention of talent.

Corporate culture, as it relates to a contact center, has some unique challenges. Very few employees see any future in the contact centers, and they mostly work there on a short-term or on a temporary basis -- until something better comes along. There is no perceived long-term value in working for a contact center, creating a disconnected, non-committed workforce. Disconnected employees generally don't deliver great customer service. For this situation to change, contact center needs to work on setting up a positive culture that fosters longevity and values employees.

Take for instance, TELUS International Central America, which understood the need for its call center employees to feel connected and valued. It has developed an internal social network site, named T-Life, to build a sense of community within the employees. This site includes a car pool/ride share program, discussion groups, calendars of upcoming activities, videos, and other ways to facilitate collaboration and connection. TELUS must be doing something right in creating an appealing culture—its employee turnover rate has been one of the lowest in its history.

Featured Research
  • Best Practices for Contact Center Quality Assurance

    A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more

  • How to Make Your Contact Center More Efficient

    There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more

  • How Analytics Can Improve Your Call Center

    Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more

  • 8 Signs It's Time to Update Your Call Center Software

    Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more

  • How Contact Center Software Increases Customer Loyalty

    Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience. more

Related Articles