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
  • How to Update Your Contact Center Software

    If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more

  • An Introduction to Global Contact Centers

    If you’re like many people, you may not trust the idea of a global contact center. They’ve traditionally been associated with language barriers and poor customer service. more

  • Don't Fall for These 10 Contact Center Features

    No matter the industry or area of expertise, one of the best ways for businesses to distance themselves from their competitors is through building and sustaining customer loyalty. more

  • How to Optimize First Call Resolution in the Contact Center

    Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more

  • 2017 Contact Center Software Cost Guide

    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more

Related Articles