What’s Your Call Center’s Company Culture?

Posted on

July 12th, 2022


fnol call centerSeveral elements define a company’s culture. The company’s mission, values, and leadership style all affect how employees engage with each other and how customers view the company. A strong, positive company culture drives employee motivation, productivity, and morale. Establishing a company culture takes time, but businesses have several styles they can cultivate within their call centers.

  1. Adhocracy Culture. The term adhocracy culture comes from ad hoc and prioritizes innovation and creativity above all else. Adhocracy culture encourages employees to take risks and accepts that failure may occur. However, this style of culture eliminates barriers that restrict creativity and often produces rapid growth and impressive innovations.
  2. Clan or Collaborative Culture. Businesses that embrace a clan or collaborative culture tend to treat employees like family members. Clan culture often abolishes traditional hierarchy roles and values all employees’ input equally regardless of their management level.
  3. Customer-Focused Culture. The customer experience dominates in customer-focused companies. They aim to provide paramount service and often go the extra mile to ensure a high-quality customer experience. These companies often equip employees with the technology and freedom required to exceed customer expectations.
  4. Hierarchy Culture. Hierarchy-driven businesses are the most traditional, with rigid tiers of management and responsibilities. High-risk organizations often develop a hierarchy culture to control and minimize failure. Although a bit old-fashioned, this culture style is more efficient than most.
  5. Market-Driven or Competitive Culture. Companies with a market-driven culture focus on getting their products on the market as quickly as possible. Employees in these organizations tend to work hard, thrive on competition, and focus on results. Businesses with market-driven cultures often emphasize an employee’s performance and ability to produce results over the workplace experience.
  6. Purpose-Driven Culture. Purpose-driven culture has taken off as customers show more interest in a company’s values. Employees have a strong sense of purpose and understand the importance of their work to the organization. The workforce often unites behind a shared belief, such as improving sustainability or advocating for human rights. Purpose-driven businesses aim to give back to the community that supports them and often donate to charities that align with their mission.
  7. Innovative Culture. Similar to an adhocracy culture, companies with an innovative culture focus on inventive ideas. However, innovative cultures have several distinguishing features. Innovation-focused companies aim to improve processes and existing technology while also creating new solutions. The primary goal is to continuously produce new ideas, products, and technologies that meet existing and unforeseen customer needs.
  8. Creative Culture. Creative company culture focuses on establishing goals and bringing those aspirations to fruition. They strive to create new products and services that build a unique customer experience. Employees often work in teams to encourage innovative thinking.

Companies can make several strategic decisions to define their call center’s culture. For example, some may choose to focus on the customer by equipping agents with the best customer service technology and providing rigorous training to establish service standards. Others may unite their call center representatives behind a common purpose that speaks to their customer base. Whichever approach an organization decides to take, they need a high-quality call center to fulfill customer needs. Contact Actec to discover how a nearshore call center can improve your company’s customer service and loyalty.