Is Your Call Center Company Culture Scaring Potential Clients Away?

CX Culture

Establishing a company culture is essentially creating a way of life in the office. It sets the tone for the mindset and energy you want your employees to be in.

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However, if your company culture is not meeting the needs of your staff professionally or personally, I guarantee it will reflect onto your clients and potential customers.

Even if clients and prospects are not physically in your office, the energy your team puts in will directly affect your cherished customers for better or for worse.

As a result, don't be surprised if your company culture is the culprit scaring your potential clients away.

They say that there's no better way to keep customers happy than through a fulfilled employee. And it couldn't be truer when it comes to establishing the right company culture.

Below, we'll take a look at some company culture traits that should be avoided and eliminated.

 

Lack of Communication

A culture where there's lack of communication might be one of the worst problems your company can have. In a study of 1,600 people, 93% said that their organization is at risk of an accident because people don't speak up.

A lack of communication within a company could be due to a strictly hierarchical organizational structure, employees feeling like they wouldn't be heard if they did speak up, or possibly staff keeps quiet out of fear.

Whatever the cause, a culture of silence will stop any improvement initiative in its tracks and pent-up a lot of issues that need to be addressed. To improve and break the cycle, start by being more candid and open.

Related: 10 Techniques To Improve Internal Communication 

Gossip

If you already have an open door policy, your team might be facing a different type of company culture challenge. A candid company culture encourages people to speak up and be more open. It can also leave room for gossip and personal issues that have no place in the office.

Gossip is a fairly reliable indicator of a company culture in trouble. For one thing, it takes away from the camaraderie that should be there. Staff should feel that the office is their home away from home.

Discussing others personal matters without them being present, creates a lack of trust that can quickly communicate itself to people outside the office well. Clients don't want to worry about what your staff might be saying behind their backs.

 

Not punishing bad behavior

When new staffers start at your office, the first thing they do is take cues from your existing staff. They observe the way they speak to one another, the way company relationships are handled, work ethics, etc.

If a new team member sees that time and time again, staff gets away with bad behavior, they'll soon understand that they can too. As the message spreads, and company culture of unpunished bad behavior can spring up and contaminate your clients and potential customers.

This can come in the form of low productivity, tardiness, gossip, to things more serious such as sexual harassment.

It's important you know how to respectively punish the crime and let the office know that they cannot get away with bad behavior.

Related: 10 Effective Hacks To Increase Customer Service Staff Productivity

 

Focusing solely on profit

Concentrating on the bottom line is a great motivator. It can become a team effort to work towards a bigger goal. Nonetheless, it should not be the main or only goal that the organization zooms in on.

Focusing solely on profit can lead to a stressful work environment. By concentrating just on the end number, it’s easy to lose sight of the people that have to put in the work to get there.

Staff can easily become overworked, putting aside other priorities such as their health, and their personal life. This can lead to unhappy and emotionally and physically unwell employees. Such a state within the staff could have a variety of effects including higher turnover, loss of productivity, and employee meltdowns.

Definitely not what you were looking for.

Related: 10 Effective Ways To Reduce Stress In The Call Center

 

Setting unrealistic goals

It might sound like a good thing to have a company culture continuously sets the bar higher every time. But be sure to put a framework in place for all those big dreams you want to achieve.

For example, long-term goals need a proper actionable plan, with progress that can be measured on a day-to-day and week-to-week basis. Without a step-by-step action plan, long-term goals can be demotivating. The goal might seem too far away, and employees can't see the fruit of their work.

Or it might be the other way around where too much needs to be done in a small period of time. The deadlines might be too tough and as a result, employees have to spend many hours working overtime.

Your company culture should reflect your values and the organization’s identity. But it should also revolve around making the workplace a positive environment for your employees. It should be in the area of growth and support for your staff.

By doing so, you can ensure a happy and productive team ready to do their best and challenge themselves.

 


 

What’s the company culture like in your office? How has it affected your team?

 

 

Jade Longelin Jade Longelin

Jade Longelin is a digital marketing specialist. When she's not working with PlayVox or in her own projects such as www.bogotastic.com, she's either traveling or spending time with her dog.

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