What Does a Great Call Centre Culture Look Like?

Feb 28
call centre

What Does a Great Call Centre Culture Look Like?

A great working culture can be the tipping point between success and failure for your call centre, ensuring your employees are fulfilled and productive. Your culture also plays a key role in attracting top talent. Building a culture that inspires and unites the team happens with every decision made
in regards to hiring and in your day-to-day operations.

Your culture is based on your values, your company’s vision, and your criteria for hiring into your call centre, managing and promoting employees.

1. Clear Vision

Think about where your call centre team will be in a year, in three years, in five years, in 10 years. Your
vision is a clear picture of what you expect your team (and success) to look like in the future. It provides answers to a plethora of questions, such as:
• What does the team look like? How big is it?
• How does the team feel about their job?
• Does the team respect one another and the company?

Taking time to think about the vision you have for your call centre team will help you when making business decisions. It’s not the strategy for building your team, but it will help you create a plan to build the team the way you want for company success.

2. Clear Values

Refer to the company values and see how they align with the current call centre team, and the team you’re looking to build. Make sure the team is aware of what those values are, and what you expect of them. When positions open and you must recruit new talent, focus on employees who already believe and support them. You will attract employees that share those same values. Let the ones who don’t go work for other companies.

3. The Right People

For your team’s culture to become what you want, and for it to maintain its greatness, you must have the right people in the right positions. If you’re building a laid back culture, you don’t want
employees who are rigid and cold. Fostering a great culture comes from hiring a group of like-minded people who not only support the company’s vision and values, but one another in their endeavours for success.

4. Teamwork & Communication

A great culture is one based on teamwork and communication. The team should hold each other
accountable. Staff at every level within the company should be encouraged to present ideas for the betterment of the company. Clear and open lines of communication with employees and management helps to keep employees happy and engaged. Encourage your team members to come to you with any issues they may have, and work to develop a solution together.


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