5 Types of Call Centers According to Organizational Culture

Faith Ocampo Published on November 30, 2016 Last updated on December 2, 2021

What’s your call center’s culture and how can you tweak it to drive up productivity and employee engagement?

In 2014, culture was the most searched term on Merriam-Webster, and the lookups weren’t just coming from members of the academe. Although we can’t precisely tell who made those searches, it’s clear that the concept of culture has become widely influential, especially in the corporate world.

organizational culture depiction multicultural outsourcing team

Forbes reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies that made it to Fortune s annual 100 Best Companies to Work For list.

In addition, a survey among more than 1,400 North American CEOs and CFOs revealed that 92% of firms believe organizational culture increases a company’s value. More than 50% said it can increase productivity, creativity, and profitability. Regrettably though, just about 15% said they’re already where they want to be when it comes to building their ideal corporate culture.

Could this be tied to the ever-pervasive employee retention issues many industries are struggling with?

Call centers are among those battling with rising attrition rates and low employee engagement. Interestingly, there are now third-party firms seeking to solve this.

Tenacity, for instance, the brainchild of an MIT entrepreneurship class, developed a stress management program for support reps in 2016. Combining group dynamics principles and technology, the startup aims to reduce turnovers and absenteeism by targeting people’s behaviors.

However, you should be careful about implementing such management strategies. For one thing, each company has unique philosophies and traditions. Thus, you must first evaluate your own way of doing things before coming up with tactics to improve it.

To help you out, here are the five general types of contact centers based on their organizational culture.

  1. Team-oriented contact centers

    organizational culture multilingual employees joining hands

    Team-oriented companies hire primarily for cultural fit, with the individual’s skills and experience as secondary considerations. This lets them create a harmonious work environment made up of people who value the same things the organization believes in.

    Some call centers known for stellar customer support recruit only the most service-oriented and people-focused agents. Although this allows them to create a cohesive team while maintaining high-quality performance, it can be hard to stick to this approach as the company expands. Most firms thus have a team that develops employee engagement techniques to cultivate this kind of culture.

  2. Innovation leaders

    organizational culture leader standing before multilingual team

    Some contact centers aim to lead the way when it comes to customer support. By fully utilizing the latest technologies and market insights, they’re able to produce groundbreaking approaches and services. The result? Rapid growth and industry hype.

    These firms hire confident and competitive professionals with strong leadership skills and a growth mindset. However, this work environment may place employees under a lot of pressure, and thus, stress management may become a concern. For innovation leaders, some employee retention tactics that may work are team outings, health and wellness programs, and other fun events.

  3. Free-spirited and creative

    fun organization culture excited customer service call center agents celebrating with team leader

    Free-spirited and creative organizations are very much like startups. They’re collaborative, dynamic, and fun. Here, job titles and workforce hierarchies don’t matter that much. It’s thus perfect for small call centers that focus on generating creative ideas to make customers happy.

    But although they provide customer-centric services, these firms may suffer from a lack of clearly defined goals and a fragile structure. In these scenarios, leaders should step up to design a company roadmap and ensure that everything they do fuels organizational development.

  4. Traditionalist companies

    serious organizational culture call center executives team leaders in meeting

    As opposed to startup-like firms, traditionalist contact centers have well-organized staff hierarchies and other conventional policies such as employee dress codes, decision-making command chains, and rigid schedules. Although having such protocols makes them easier to manage, their structured work environment leaves little room for resourcefulness, dynamism, and fun. These companies may thus suffer from high employee attrition rates driven by burnt-out customer support agents.

  5. Trend followers

    trend following organizational culture call center executives pointing

    Unlike innovation-focused call centers that aim to launch revolutionary products or services, trend followers opt to go with the flow. They embrace every new trend or idea in the industry so they can keep up with its evolution. This allows them to grow at just about the same pace as everyone else, which is not a bad thing. However, one of the pitfalls of having this kind of organizational culture is that you may find it hard to outshine your competitors and gain new clients.

For a brand’s outsourcing efforts to succeed, it’s important to partner with a contact center that aligns with your company values and culture. A partner with strong Diversity and Inclusion programs, and work-life integration like Open Access BPO seek to care for their employees to provide the best kind of customer support for their customers.

Message us to learn more about our organizational culture and how it can help your brand grow.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 22 hours ago
The 𝗣𝗵𝗶𝗹𝗶𝗽𝗽𝗶𝗻𝗲𝘀 is a top #outsourcing destination. The country's capital, Manila, where Makati is located, houses most of the country's top 1,000 companies.
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's flagship center in Makati leverage world-class infrastructures and the nation's most expansive talent pool.

Our facilities in the Makati Central Business District offer scalable multilingual solutions for global businesses.

𝗗𝗿𝗶𝘃𝗲 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝘄𝗶𝘁𝗵 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘇𝗲𝗱 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝗼𝘃𝗲𝗿 𝟯𝟬 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲𝘀: https://buff.ly/4e7eRln

----------
𝐄𝐱𝐩𝐥𝐨𝐫𝐞 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/4f22Mip
• Our Other Locations: https://buff.ly/4e68ej1

#WeSpeakYourLanguage
Open Access BPO 23 hours ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗼𝗳𝗳𝗶𝗰𝗶𝗮𝗹𝗹𝘆 𝗸𝗶𝗰𝗸𝗲𝗱 𝗼𝗳𝗳 𝗶𝘁𝘀 𝘁𝗵𝗿𝗲𝗲-𝗺𝗼𝗻𝘁𝗵 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝘄𝗶𝘁𝗵 𝗮 𝗵𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝘄𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 𝗵𝗲𝗹𝗱 𝗼𝗻 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟯𝟬, 𝟮𝟬𝟮𝟰.

Drop It Like It's Hot: The OABPO Weight Loss Challenge began with an early morning wellness session hosted by the outsourcing company's Clinic Services with guest speaker, fitness coach JR Madriaga. Both the morning and evening sessions were streamed online for those who could not be physically present.

After discussing the rules of the challenge and weigh-in schedules, Coach JR talked about some of the most effective methods of losing weight. He highlighted the healthiest ways for the participants to get their weight loss journey started.

A high-energy Zumba session soon followed the discussion. It not only served as a fun way to start the challenge but also emphasized the importance of incorporating physical activity into daily routines.

More than 80 employees from both Open Access BPO Makati and Davao signed up for the three-month weight loss challenge. The grand prize, originally P25,000, has since been doubled to P50,000, with the winner to be announced in next year's Kick Off Party.
Open Access BPO Yesterday
Did you know that it's possible for you to connect with your Chinese #ecommerce customers even though you don't speak their language?

#CallCenter outsourcing can greatly help in atracting and supporting customers from this gigantic Asian market.
Here's how partnering with an #outsourcing #CustomerExperience procall center can establish these connections: https://buff.ly/3C8HG3G

----------
Whether it's Mandarin, Cantonese, or Hokkien, Open Access BPO's multilingual services are your best bet for an improved market presence in China: https://buff.ly/48uCcfp

#WeSpeakYourLanguage
#CustomerSupport #MultilingualCallCenter
Open Access BPO Yesterday
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.
Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/4eaaJkD

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/4f3L4vd

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO 2 days ago
Our dedicated Xiamen and Taipei teams always go #AboveAndBeyond for our customers. To show our appreciation for their hard work, we spent during #CSWeek treating them to some fun and games at the office.

They even took part in the special video challenge to share how they show their dedication in customer service. And of course, they had a special dinner last Friday to close the festivities.

#WeSpeakYourLanguage
#CustomerServiceWeek #CSWeek
#OABPOCSWeek2024 #AboveAndBeyond
#CustomerServiceWeek2024
Open Access BPO 3 days ago
𝐄𝐥𝐞𝐯𝐚𝐭𝐞 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐛𝐲 𝐡𝐚𝐯𝐢𝐧𝐠 𝐡𝐢𝐠𝐡-𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐢𝐧𝐠 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐚𝐠𝐞𝐧𝐭𝐬 𝐢𝐧 𝐲𝐨𝐮𝐫 𝐭𝐞𝐚𝐦.

Learn about the crucial skills, traits, and mindset of these #CustomerService experts, key for exceptional #CX and sustained positive brand reputation.

Here are the types of high-performing customer support agents: https://buff.ly/40pii3K

----------
Outsource with us today and get a team of dedicated experts for your business needs: https://buff.ly/3C0mNHH

#WeSpeakYourLanguage
#CallCenters #CX #oustourcing