Is Call Center Culture Important?

Today, customers are far too intelligent and frugal with their time to be speaking to call center employees who lack knowledge and excitement in their job, due to a poor call center culture. A call center with a culture lacking in personality, inspiration or simply human touch is no call center at all.

There is a reason the greatest brands in the world have the most loyal customers, it is because that love starts within the company. Your company can save thousands when call center culture is properly developed - The type where supervisors know how to inspire, lead and coach their employees to enjoy the work they do. This and more is what a call center culture encompasses. 

When people feel safe and protected by the leadership in the organization, the natural reaction is to trust and cooperate. - Simon Sinek

Inspired employees are much more likely to do an outstanding job than a regular employee, and that has a HUGE impact on the performance of your call center organization.

Besides having a great call center culture that inspires your employees, you will also need all the technology at your disposal. In call center organizations, it’s of paramount importance, to establish systems that will not only allow your teams to be accountable, and take ownership of every interaction with the customer, but will also streamline the efficiency of your customer service. You have to be aware that…

A Great Call Center Culture Impacts Conversations

When your call center culture is well established, the customers will also be able to identify this, in every single interaction.

You ask: how is this possible? It’s really simple: A great call center culture inspires employees. Most of us know how important inspiration can be in everyday life.

In the workplace, as one pundit put it, employees react differently when they encounter a wall. Satisfied employees hold a meeting to discuss what to do about walls. Engaged employees begin looking around for ladders to scale the wall. Inspired employees break right through it.

Simon Sinek, a British-American author, motivational speaker, and organizational consultant speaks of the importance of having inspired leaders in an organization, and how good leaders make you feel safe. With this kind of leadership in an organization, the natural reaction is to trust and cooperate with everything that you're required to do. Watch the video yourself and get inspired to be a better leader.

The quality of the conversations your call center employees have, with customers, is such a vital step in how you create a vibrant and conversational contact center that speaks about your brand.

Like our satisfied clients, you need your customers to feel welcomed and warm. Ensuring that your employees are giving your customers the greatest customer service experience as possible is of utmost priority, and the correct implementation of advanced analytics and reports, you can find trends in your call center’s success. 

Technology is Moving Fast, and People are Moving Faster

With Customer Tech, you put customer service back in the hands of the customer. Leverage call center technologies, you give your customers better control over their customer service, by improving your front-end Interactive Voice Response platform.

We have had great success with online customer web portals, diverting calls and streamlining the efficiency of customer service, with professionals standing by to help customers at the click of a button.

Our clients have loved our technological implementations on our business model because it helped in establishing a deeper customer connection, and developing that customer loyalty that companies strive hard for.

With the help of technology, to significantly improve your customer service efficiency, and a great call center culture in place, you’re well on your way to becoming one of the top customer service companies.

In conclusion: Is Call Center Culture Important? Yes, it is. The best companies know that great customer support comes from inspired employees who feel like they are important for the company, and share in its values, mission, and vision.

Earl Nightingale, an inspiration to business executives for decades, defines success as, “the progressive realization of a worthy ideal.”

If your call center is struggling with a mediocre culture that is palpable to the calling customer or is working hard on improving the quality of your individual customer service or even looking to implement technology to help streamline the customer service pipeline, we help with all of that. This is what we do best. Let us help you realize that worthy ideal today.