By Matt McGeorge
(VP Business Development)
An organization’s corporate culture influences its employees’ behavior, attitudes, and performance. Find out how culture impacts your results.
A few weeks ago, I spoke with a friend who is looking to outsource his contact center operations. When I asked what he looks for in a partner, he said, “A culture that takes care of their employees.” He added, “To me, if they take care of their employees, I know they will take care of us, making the partnership successful.”
Given this response, one might wonder: “Can you really know someone without meeting them?”
Ask someone how they feel on Sunday evening about going to work the next day. An honest answer will tell you all you need to know about the company’s culture. Anyone can ask this question to oneself, and discover if one is part of the right company as well.
DEFINING CORPORATE CULTURE
In summary, corporate culture is the set of values, beliefs, personality, attitudes, and ethics of an organization.
In today’s competitive business environment, contact center companies are increasingly recognizing the importance of cultivating a positive corporate culture. A robust culture not only elevates employee morale and engagement but also enhances customer satisfaction.
To foster a positive corporate culture for contact center companies, adhering to key principles, implementing strategic tactics, and leveraging advanced technologies are essential.
KEY PRINCIPLES FOR BUILDING A POSITIVE CALL CENTER ENVIRONMENT
Creating a positive corporate culture is vital for contact center companies aiming to thrive in a competitive business landscape. A strong culture fosters employee satisfaction, productivity, and ultimately, customer satisfaction. Here are three fundamental principles for establishing a positive call center environment:
1. Establishing a clear mission and values: Defining a clear mission statement and core values is crucial to making decisions. This provides a sense of purpose and direction, allowing employees to align their efforts with the business goals. A well-defined mission and values also help attract and retain top talent who resonate with your company’s vision.
2. Promoting open communication and transparency: Communication is the backbone of any successful call center organization. By fostering an environment of open communication, contact center leaders can encourage collaboration, idea-sharing, and problem-solving. Employees feel valued, informed, and engaged when communication is transparent. Regular team meetings, feedback sessions, and the use of communication tools can facilitate effective communication.
3. Encouraging employee engagement and empowerment: Employee engagement is key to maintaining a positive call center environment. Empower your employees by providing them with the necessary resources, training, and growth opportunities.
Recognize and reward their achievements to boost morale and motivation. Encouraging a sense of ownership and independence helps employees feel empowered. This leads to greater job satisfaction and better performance.
Following these principles, contact center companies can cultivate a positive corporate culture that promotes employee well-being, teamwork, and exceptional customer service. However, contact center leaders must lead by example and consistently reinforce these principles.
THE IMPACT OF CORPORATE CULTURE
The culture of an organization significantly influences the behavior, attitudes, and performance of its employees. Organizational culture encompasses the values, beliefs, and norms shared by members of an organization. These shape how they interact with each other and approach their work. This article explores the various ways culture impacts employees and the overall functioning of an organization.
1. Employee Engagement and Motivation
A positive organizational culture can lead to higher levels of employee engagement and motivation. When employees share the company’s values and mission, they are more likely to be more committed to success. According to a study by Gallup, companies with strong cultures see a 72% higher engagement rate among employees.
2. Productivity and Performance
Culture directly affects productivity and performance. A supportive and inclusive culture fosters an environment where employees can collaborate effectively, share ideas, and innovate. Conversely, a toxic culture characterized by high stress and poor communication can hinder productivity and lead to burnout. Company performance can improve by 20-30% because of a strong corporate culture, according to the Harvard Business Review.
Certain benefits such us hybrid work modality or engagement activities with a social purpose help reduce stress levels, by promoting a work-life balance culture.
3. Retention and Turnover
Organizational culture influences employee retention. A positive culture that values employee well-being, growth opportunities, and development can reduce turnover rates. Employees are more likely to stay with a company where they feel valued and see a clear path to advancement.
On the other hand, a negative culture can lead to high turnover, as employees seek better working conditions elsewhere. The Society for Human Resource Management (SHRM) notes that replacing an employee causes a great financial impact. This can end up costing 50-60% of their annual salary.
4. Recruitment and Employer Branding
A strong organizational culture can also attract top talent. Companies known for their positive culture often become desirable places to work, giving them an edge in recruitment. Potential employees frequently research company culture through platforms like Glassdoor and LinkedIn before applying. According to Deloitte, 94% of executives and 88% of employees think corporate culture is essential for business success.
5. Employee Well-being and Mental Health
Workplace cultures play a significant role in the overall well-being and mental health of employees. A culture that promotes work-life balance, inclusivity, and support can enhance employee satisfaction and reduce stress levels. In contrast, a high-pressure environment with unrealistic expectations can lead to mental health issues, absenteeism, and decreased productivity. The American Psychological Association (APA) highlights that workplace stress costs U.S. employers approximately $500 billion annually.
6. Innovation and Creativity
A culture that encourages risk-taking, experimentation, and learning from failure can drive innovation and creativity. Employees in such environments feel empowered to propose new ideas and challenge the status quo.
For instance, some companies with great corporate culture examples are Google, Airbnb, and Netflix. Google, for example, is known for fostering innovation culture initiatives like “Google’s 20% time,”. This allows employees to spend a portion of their workweek on projects of their choosing. This approach has led to the development of major products like Gmail and Google Maps​.
CONCLUSION
The impact of culture on employees is profound, influencing engagement, productivity, retention, recruitment, well-being, and innovation. Organizations that invest in cultivating a positive, inclusive, and supportive culture are likely to reap significant benefits. Some of these include improved performance and a competitive edge in attracting and retaining talent. By valuing culture, companies can create an environment where employees thrive and contribute to long-term success.
