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Creating a Positive Call Center Work Culture

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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. 

Do you have some tips for creating a positive work culture? Share them on our Facebook page


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