From Brian's Desk

Contact Center Excellence – Stand Out From The Crowd

Employee Engagement Improvement Step 2

The second step to improved engagement is to develop and communicate your Values.  Unless your company is a call center BPO firm, it is likely that Values are developed and communicated at a company level.  Unless your company is a call center BPO firm, it is likely that Values are developed and communicated at a company-wide level, well above the call center organization.  It is important for the call center to be aligned with company Values, but they are typically too high a level to rally the call center troops.

The senior leadership in your call center should develop its own Values.  Keep them simple, but at least incorporate these key components into your statement of Values:

Employees – speak to how the organization values its employees, such as “employee are our number 1 asset”, because in a cal center they are!

Customers – speak to how the organization values its customers, such as “customer satisfaction is at the heart of everything we do”, and it certainly should be!

Continuous Improvement – how the organization fosters a continuous improvement culture.

Once developed, communicate your Values whenever possible.  And, as leaders, you must constantly live the Values, otherwise the employees are likely to become cynical, eroding engagement.  You might also want to include words projecting honesty, openness and integrity if they are not already in your company Values.

Develop a set of Values that have emotional energy and you will have a great start with your engagement initiative.  Then, get your actively engaged employees (remember Step 1) and they will help the rest of the employees get on board and help make you successful.

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