How to Evolve Contact Centre Culture and Reap Maximum Benefits? Find out

By CIOReview | Monday, April 1, 2019

Customer is not just at the focal point of business strategy but being declared a way of life and is essential for businesses to progress. However, one cannot expect employees to exceed the expectations of the customers if an organization is not fulfilling the employee’s expectations. Below mentioned are a few tips that enterprises can adopt to enhance their call center and customer experience culture.

1. Recruitment by Culture: An organization while hiring must be aware of what type of person the job demands; it is essential to have the right person. An organization must be able to describe the culture of their respective organizations and the types of employees they are hiring; this would help the companies to have a higher ROI and a work environment that can be improved.

2. Invest in Employees: Negative Reinforcement must be avoided. Appreciating employees for doing good will help them in boosting their performance.  However, if an employee commits a mistake, companies must focus on investing in them. Helping, training, and letting them listen to their calls can be beneficial in the long run.

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3. Educate the Associates: Organizations must focus on educating their management about the work culture. Training sessions can be conducted wherein employees can be briefed about the job role, policies, and procedures, how to interact with peers, etc.

4. Enabling Progression: People like to be competitive and succeed in their workplace. While not every person is eligible to become a part of the management there are multiple ways to progress associates. Employees can be moved to higher paying programs, become team leaders, or be at a better chair. Supervisors must conduct a weekly analysis meeting and talk to the employees regarding the current status of the work, their goals and plans.

In-house transformations will bring contact center activities towards proactive decision making which will help companies to succeed and stay ahead in this growing competition. Contact centers must be viewed as crucial strategic resources for enterprises- creating the conditions to be ready for rapid evolution and taking the lead; productive call centers would lead to happy customers.

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