There are a lot of “great places to work” lists – national, regional, industry specific, etc… Good news is several companies with big call centers have made these lists. These companies treat the call center as a value vs. a cost and the agents that work in these centers are totally engaged – and, the customers feel it. Getting to this point in a call center is no easy task and many find it easier to focus on the “necessary evil” of providing service via a centralized group. Raising the contact center bar starts with some self reflection on the reality of the culture – and then starting to undo many of the self-inflicted barriers. This doesn’t have to (and shouldn’t) be a top down exercise – great cultures have an openness that allows everyone to share new ideas and challenge conventional wisdom.
In a recent weekly email from Gazelles (worth signing up for at http://www.gazelles.com/index.html), they highlighted the Netflix approach to culture development and policies. The presentation below is 128 pages of great ideas on addressing real issues head-on and creating a culture where employees can grow and customers will benefit. I’ve been through the presentation at least 10 times and each time, I get a new call center culture “action item”. No matter what level you are in your company, there are several ideas here for you to bring to the attention of others to help make the environment better for your employees…and, customers.
Good luck – more articles and free downloads can be found at www.servicelevelgroup.com
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