6 Employer branding best practices for call centers

Faith Ocampo Published on October 13, 2016

open palms holding out with conjoined paper dolls

If you’re having a hard time filling vacant positions within your organization, it may be time to refine and improve your employer brand.

The term “employer brand” is a relatively new one. It was first defined in the Journal of Brand Management in 1996 to refer to an organization’s reputation as an employer, and not its overall image as a provider of products and services.

In the early 2000s, recruitment became a key concern for many organizations, as plenty of managers began experiencing talent shortages. A 2014 survey revealed that 38% of employers are having a hard time filling vacant jobsโ€”the highest percentage since 2007. And in 2015, 73% of CEOs expressed concern over the availability of key skills in the talent market. In fact, they named this as the second biggest threat to their growth.

businesswoman reaching out to reader with team at the back

How should companies deal with this alarming problem?

To mitigate the impacts of talent shortages, employer branding is now starting to take the spotlight. Through this process, organizations promote themselves as professionals’ employer of choice. This therefore entails devising recruitment strategies, digital marketing, attracting and recruiting applicants, and retaining employees. This is something that call centers must also apply. They must bolster their reputation as employers in order to gather the best talents out there. The only sure way to cope with customers’ demands and a fast-changing tech landscape is to work with people who have the necessary skills and knowledge. To enhance your employer brand, here are six best practices you must take note of.

  1. Be clear about what you believe in.

    businessman standing outdoors thinking

    Every marketing message you send out there as part of your branding communications must reflect your company’s values and mission. This lets you spread brand awareness, allowing you to attract the right people who will stand behind your aspirations. You can thus be sure that the employees you’ll be recruiting are the ones who want to grow with your organization over time. This results in better employee engagement and lower attrition rates.

  2. Think about the entire employment lifecycle.

    human resource manager writing on clipboard with job applicants behind her

    Most managers think employer branding ends the moment they’ve hired the people they’re looking for, but they’ve got it wrong. Building an employer brand will always be an ongoing process. After you’ve ushered in your target employees, your next tasks are to provide them with the ideal work environment and keep them happy working with you. This is especially important for call centers, most of which experience high attrition rates. The key is to provide employees with opportunities to grow, take on new roles, and exercise the whole range of their expertise.

  3. Utilize digital tools.

    red figure surrounded by white plastic shapes standing on laptop computer keyboard

    If you’re still not using the web to strengthen your employer brand, then it’s time for you to do so. Building a social media presence, advertising on job boards, and joining employment-related forums will allow you to connect with prospective employees. In addition, complement your brand strategy with the right content marketing tactics in order to communicate your messages more effectively.

  4. Support diversity.

    culturally diversr business team in office hallway giving thumbs up

    Staff diversity is becoming a main trend not just among call centers but also across industries, as managers begin to recognize it as a key in innovation. Thus, part of your employer branding must be to promote inclusion and equal treatment among employees regardless of their age, gender, culture, religion, or even academic background. Doing so allows you to create a work environment wherein every employee is valued for who they are and what they can contribute.

  5. Provide great employee benefits.

    office employee putting tiny gift with ribbon into shirt pocket

    An employee benefits program can help you attract and retain talents, and if you launch a good one, it can help you keep employees committed to the company. A great benefits program provides financial protection to your employees and their families in case of illnesses, accidents, and other events. This helps boost employees’ morale and encourages them to perform their tasks well every day.

  6. Understand what drives performance.

    motivated passinate office employees

    Employees tend to perform best when they’re happy, but what can make them happy in the workplace? Is it flexibility, opportunities for career growth, a little bit of competition, incentives, or a mixture of all these? Make sure your engagement strategy covers everything that’s important for your employees in order to encourage them to be more productive and dedicated to their work.

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 Yesterday
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฒ๐˜ƒ๐—ฒ๐—ฟ๐—ฎ๐—ด๐—ฒ๐˜€ ๐—œ๐—บ๐—ฝ๐—ฟ๐—ผ๐˜ƒ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—ป๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ๐—ฑ ๐—ง๐—ฒ๐—ฎ๐—บ ๐——๐˜†๐—ป๐—ฎ๐—บ๐—ถ๐—ฐ๐˜€

Open Access BPO Manila recently hosted ๐ˆ๐ฆ๐ฉ๐ซ๐จ๐ฏ ๐๐ฅ๐š๐ฒ ๐‹๐š๐› on March 28th, bringing new experiences to its workforce.

This engaging session provided a hands-on experience designed to cultivate collaboration, creative problem-solving, and stronger communication skills among team members. By exploring the fundamentals of improvisation in a supportive environment, participants enhanced their adaptability and teamwork abilities โ€“ qualities crucial for effective partnerships and workplace harmony.

This initiative underscores Open Access BPO's commitment to fostering a dynamic and people-centric work culture, ultimately benefiting our partners through more cohesive and innovative service delivery.

#WeSpeakYourLanguage
Open Access BPO 2 days ago
Ready to elevate your brand? Open Access BPO empowers you to unlock new opportunities and achieve scalable growth.

From customer support to back-office solutions, we're your partner in expansion.

#WeSpeakYourLanguage
Open Access BPO 7 days ago
Call center managers are responsible for keeping operations running smoothly.
This means they also have to take note of the usual issues they need to keep at bay.

๐—›๐—ฒ๐—ฟ๐—ฒ ๐—ฎ๐—ฟ๐—ฒ ๐Ÿฐ ๐—ผ๐—ณ ๐˜๐—ต๐—ฒ ๐—ฏ๐—ถ๐—ด๐—ด๐—ฒ๐˜€๐˜ ๐—ฝ๐—ฟ๐—ผ๐—ฏ๐—น๐—ฒ๐—บ๐˜€ ๐˜๐—ต๐—ฎ๐˜ #๐—–๐—ฎ๐—น๐—น๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—บ๐—ฎ๐—ป๐—ฎ๐—ด๐—ฒ๐—ฟ๐˜€ ๐—บ๐˜‚๐˜€๐˜ ๐—ณ๐—ฎ๐—ฐ๐—ฒ: https://buff.ly/CCAZeNL

---------
Our industry expertise and the skilled workforce enable us to create exceptional experiences for your customers.

Call us today and let's start building the best team for your brand:
https://buff.ly/zQqgKkw

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #outsourcing
Open Access BPO 8 days ago
The Holy Week is a time to renew our faith and find peace in reflection.

If youโ€™re traveling to be with family or friends or venturing on a pilgrimage, do so with patience and caution.

Let's extend care not just to our loved ones but also to everyone we share the road with. May your journey be safe, and may this season bring you clarity and renewal.

#WeSpeakYourLanguage
#OABPOholidays #HolyWeek
#MahalNaAraw #HolyWeek2025
Open Access BPO 8 days ago
Given the substantial complexities of staff and project management, it is understandable that numerous team leaders underachieve or fail upon assuming this role.

๐—™๐—ผ๐—ฐ๐˜‚๐˜€ ๐—ผ๐—ป ๐—ฐ๐˜‚๐—น๐˜๐—ถ๐˜ƒ๐—ฎ๐˜๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ๐˜€๐—ฒ #๐—Ÿ๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€๐—ต๐—ถ๐—ฝ๐—ฆ๐—ธ๐—ถ๐—น๐—น๐˜€ among your #CustomerService team leaders: https://buff.ly/9BhNb6G

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Invest in your leaders, elevate your #CustomerSatisfaction.

For a #LeadershipDevelopment program that ensures high-quality #CustomerExperience and drives tangible business results: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
Open Access BPO 8 days ago
Improving on your #CustomerExperience can be just as simple as #outsourcing to a #CallCenter.

But is it really worth it? How can an outsourced call center upgrade your CX strategy?

Learn all of that and more in our latest blog: https://buff.ly/lSMmCDo

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Open Access BPO is your trusted partner to see your #CX strategy through.

Partner with us today: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
#OutsourcingCX #CallCenterCX
#CustomerExperienceOutsourcing
#BPOCustomerService