There is no denial of the fact that working in call centre outsourcing companies is quite stressful. Imagine attending calls one after the other, that too of the people you don’t know and not being able to get up from your working desk. How does it sound?

Apparently, not that desirable. This is why the attrition rate of the call centre outsourcing companies is always high. This affects the service quality of your call centre. You also are then required to conduct training sessions for the new hiring.

Hence, it is important to cultivate such an environment in your office that the agents start to love coming to the work daily and don’t even think of going to some other call centre. Take a look at some of the ways to ensure the same.

 

Honesty is the foundation of every relationship be it personal or professional. The individuals working in your company dedicate a significant amount of their time towards the growth of your company. So, being transparent with them is quintessential. Let them know about your growth plans, appraisal policy etc. This will strengthen your relationship with them.

Make the employees feel how important they are to your organization. Encourage them to give suggestions and come up with innovative ideas for the betterment of the company. Arrange meetings and sessions occasionally. You will definitely get some really great ideas. 

At times intervening in the work of the team becomes necessary for a manager. Yet snooping every now and then in what the team is doing should be avoided. The personnel already knows what they are supposed to do, so let them do it in their style. If even then the work fails to meet your requirements, let them know.  

Employees love coming to a place where they find like-minded colleagues. Hence, to foster good relationships amongst your office team members, team building activities should be planned. You can take them on small day trips, play icebreaker or host happy hours etc. 

It would be unfair on your part if you will not invest in the growth of employees when they are the ones whose efforts make your business grow. So, allocate some budget to arrange seminars, conferences, and workshops for their professional development.   

Just like you pinpoint the mistakes of your staff, learn to appreciate them for even the smallest of their achievements and improvements. Give movie passes or a box of chocolates as a token of appreciation to an employee who is performing exceptionally well. Keep them boosted to work even harder and promote the best.

Your office teams and their managers are equally responsible for the successes and failures. Still, many managers love putting the blame of failures on their team and take the credit of successes alone. Ideally, the managers of any company should never do so. They should always take the responsibility for failures and celebrate successes together.

The success of your company is directly linked to how skilled your human resource is. So, don’t hire a less deserving candidate just to save a few bucks. Also, don’t let the employees who work dedicatedly go to some other company, even if that makes you pay a few bucks more. A great work environment can only be fostered when you show your employees that you value their skills. Hire the candidates that you think would fit in the culture of your company well. Avoid hiring an elder man if you have young agents and vice versa. 

Your call center outsourcing companies might be operating for years but not changing the old practices and not reviewing them over time will only take the development to a halt.

Nevertheless, the aforementioned points clearly state the ways to improve the work culture. If your company is already following these- Great! On the other hand, if it isn’t, it’s high time for you to adopt these. Remember, a prodigious work culture will make your company reach new heights of success.