Creating a Positive Call Center Work Culture

To make customers happy, we have to make sure our employees are happy first.

–Zappos

If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning.

–Whole Foods Market

You have to be a place that’s more than a paycheck for people.

–PF Chang’s

Those are quotes from three companies with little in common except for the following: They are very successful, and they recognize the importance of creating a positive workplace culture.

Can this philosophy be translated to the contact center? Why not? It may be more of a challenge here, because most people that become contact center agents aspired to do something else – it can be a good job, but it’s not a “dream job.” Add to that the challenge of dealing with demanding customers, and the tedium that accompanies repetitive data entry tasks and script reading.

Still, there are ways to encourage a positive culture. Let’s start with the obvious: a competitive salary with bonuses and incentives for those who excel, and a clean, pleasant working environment with a well-stocked break room. Also, make sure agents have the technology they need to deliver great customer service.

Don’t discourage a little fun, especially when call volumes are down. Music, games, and dress-up days can all make going to work a little more enjoyable.

The relationship between agents and management is critical to a positive work culture. Communication is key: when management listens to and welcomes feedback, and includes agents in decisions that affect the entire contact center, it makes for a more cohesive organization.

Some agents look on that job as temporary – a stepping-stone to moving up within the company. Those that do so should be encouraged in this and even helped along the way.

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