There are many reasons the contact center culture becomes dysfunctional. Here is a short list: Internal business units fight and bicker over resources, stalling decisions. Management is afraid to make any risky decisions because they have always erred on the conservative side. Now the competition pummels daily and the company is too slow to respond. Do you have managers walking out? Is turnover at an all time high? Too many layers of approvals and cumbersome bureaucracy can stifle progress. If it takes months to get a policy updated or approved that slows progress. Everyone is stuck doing things status quo and thus, customer satisfaction stagnates. What war stories are still being shared? Old stories can set the precedent on how things are done. What new stories can be created and shared? When culture is the barrier to progress, it is time to right the ship.
Getting honest feedback from employees is the first start to righting the ship. Survey employees; employee satisfaction surveys, focus groups, informal conversation, interviews, or anonymous surveys designed specifically for feedback on the current culture and what is a desired culture. Ask the people and you will get a well-rounded view.
Nip the bad culture fast. Bad behavior can spread like wildfire through a contact center. It takes guts to stop behavior that is sabotaging progress. Don’t be afraid to confront the perpetrators. You must address bad behavior, attitudes and beliefs. Have conversations with those employees and set the expectation. If they continue to impede progress show them the door. This goes for managers too. Culture starts at the top. Whatever the manager believes in, what attitudes managers’ display and what they do sets the stage. Team members will mirror those same attitudes and behaviors. Do you have a manager bad mouthing another department? Guess what? His team members are doing the same. If that manager was talking about partnership, those two departments will have a greater level of cooperation and less hostility. Don’t be afraid to show managers the door if they don’t want to change.
Everyone likes a treat! Take the time to reward employees who are living and breathing the culture you desire. The more you reward the more you get the behavior, attitude and beliefs you want to see in your contact center. Use rewards that are appropriate to the accomplishment. A simple high-five can rev up the energy. Handwritten notes become trophies and everyone loves chocolate.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.