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
  • 9 Spooky Signs You Need a Contact Center Upgrade

    When was the last time you evaluated the performance of your current contact center and the software you are using? The results may be frightening! If it’s been awhile since you invested in contact center software, there is a good chance that your needs have changed or that there are better options available now. Fortunately, it’s relatively easy to determine if you need an upgrade or not. more

  • Eight Ways You Should Be Using Contact Center Reporting

    Every day, your contact center collects critical data that can be used to drive strategic improvements to your efforts in the future. But that data is meaningless if you don’t know how to access and analyze it. The key to do doing both is using reporting features. By understanding how to use reporting tools, you will gain much greater insight from the data you are collecting. more

  • Top 10 Customer Service Trends in 2017

    Customer service plays a HUGE role in the success of your business. In order to remain competitive companies must be ready to provide modern customer experiences that meet customer needs. If you haven't already invested in updating your customer service experience you are already behind. By 2018 more than half of companies will redirect investments towards innovations in customer experience. more

  • The Role of Self-Service in Modern Contact Centers

    By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service. more

  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more

Related Articles