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What do we mean by Corporate Culture?

Culture is this thing - this intangible cloud - which influences the way we do things. It influences how we behave personally and how we treat others, and inevitably, how we treat our customers. 

This definition is very true of corporations that do not have a defined corporate culture. They rely on handing down culture through behaviours and management styles. We are all familiar with such like, such as blame cultures.

A well defined corporate culture is more in line with practicing what you preach, supported by;

Corporate mission statement

Clear statement of it's vision and values

Clear definition on how we will treat our people and customers

Clear indication of the behavioural standards required to be practiced by all

Our people are our most important assets

and Tele-Culture?

So, what of the call centre and tele-culture?  Well the good, well defined cultures of the corporates, will have wrapped their mission and values around their call centre, whilst others, will not have translated or have extended it that far.

Of course many organisations today, still do not have people values or, at least, do not practice them.  The evidence is there for all to see, with staff, unions and public perception around the concerns of the modern day call centre.  These, along with the inherent stress levels in some call centres, are the biggest factors around low staff morale. 

You may wish, mentally, to answer some of the questions below;

Do you have a mission statement

Do you have company vision and values

Do you have documented leadership behaviours

Do you have documented staff behaviours

Do your staff enjoy coming to work

Is staff morale high

Can you adequately handle the volume of incoming calls

Is there a low level of customers who receive busy tone

Is there an ownership of customer problems

Is there a low number of customer complaints

Is there a low level of repeat calls and rework

Do you have low numbers of customers claiming their requests have not been fulfilled

Are there adequate reward and recognition schemes in place

Are there good relationships with other internal departments

Is there a desire to fix processes

Is internal communication good

Do staff have regular meetings

Is change readily accepted

Are staff actively involved in the improvement process

Is there an employee involvement environment or merely command and control 

Is there adequate feedback on performance

Are performance metrics balanced rather than just the ACD numbers

Are staff occupancy levels adequate

Does staff development and training take place

Are there adequate refreshment breaks

Are display screens regularly assessed

Does job design allow staff time off the phones

Is staff attrition low

Is staff absenteeism low

Is there a low level of stress

Is fun at work high on the agenda

If you answered, no, to all these, you'd better call us now!

priTel can facilitate the 

Change in your tele-culture, enabling cultural change

Improvement of staff morale, by;

Conducting staff culture surveys

Identifying your current cultural level

Facilitated discussions in identifying your culture and behavioural requirements

Identifying management responsibilities to drive the culture

The paybacks are obvious to the bottom line;

Greater degree of employee satisfaction

Greater degree of customer satisfaction

Reduced staff recruitment and training costs

Reduced costs of customer acquisition

Reduced customer churn

First time call resolution, resulting in 15/20% reduction of staff and on-costs or an increase in call capacity 

Checkout CCa2z the Call Centre e@cyclopedia

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