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Call Center Culture Starts from Within

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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.

One of our clients put her supervisors into our Culture Development and Coaching Contact Series program and saved thousands. She saved thousands because our knowledge-based roadmap guided her supervisors on how to inspire, lead and coach their employees to enjoy the work they do. This and more is what a call center culture emcompasses. 

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.

If results keep you up at night, don’t worry, our platform allows senior leadership to log onto our Coaching Learning Management System and see the whole process from start to finish with a clear line of sight to ensure the culture you want is being created.

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…

Technology is Moving Fast, and People are Moving Faster

With Customer Tech at CCOG, we put customer service back in the hands of the customer. We give your customers better control over their customer service by improving your front-end Interactive Voice Response platform.

We also have had great success with online customer web portals, diverting calls and streamlining the efficiency of your 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.

These are just a few of the many benefits we happily bring to all our call center clients.

Quality is King and 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.

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. We provide services to ensure that.

We can build a fully customized Call Quality Management and Monitoring program, so you can see how and why your employees are giving the best customer service. Our quality service experts are well equipped, and they understand how the Six Sigma approach can heartily improve defect-reduction activities.

Ensuring that your employees are giving your customers the greatest customer service experience as possible is our greatest priority, and with advanced analytics and reports, you can find trends in your call center’s success.

We are Call Center Optimization Group. You Can Call Us CCOG!

We help industry leaders like yourself set the standard for great call center culture and customer service, and drive the quality well past your competitors on your road to success.

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

That’s what we do best: help you realize success, your 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.

At the Call Center Optimization Group, we have over 25 years of experience helping unique business leaders around the world improve their customer service.

Let us help you realize that worthy ideal today. Give us a call at 1-888-650-5880 or get in touch! We look forward to working with you!

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