*This is the second in a series about Ansafone’s core values – for more information on our core values, click here*
Agents who work in a positive environment that has a family spirit provide the best customer service
A contact center is only as good as its agents, and agents seldom exceed their work environment. That’s why a contact center environment plays a critical role in its overall success. For this reason, the best contact centers seek to build a positive team with a family spirit. This creates a staff that feels supported and encouraged in their work. As a result, they have a drive to succeed. And for an outsourcing contact center, their clients benefit.
Let’s break this down.
By seeking to create a work environment that is friendly and warm helps to raise the energy level in a positive way. And positive energy is infectious. It boosts the level of performance in the entire contact center. And these positive vibes influence every interaction that every agent makes for their clients.
Another thing that contributes to this positive team attitude is rewarding staff for diverse ideas. Acknowledging differing points of view results in a stronger contact center. Its better due to the collective strength of the opinions of its staff. When employees have a voice, they care. They care about thei
r work, they care about each other, and they care about their clients. They work together to achieve a common goal of providing excellent service. This is what a positive team attitude can do.
Coupled with a positive team attitude is a nurturing environment that’s both friendly and warm. When taken up one level, the result is having a family spirit toward staff instead of a typical controlling management mindset. This encourages agents to excel in their goal of serving clients in the best way possible.
Operating more like a family then a business means caring for staff. This includes celebrating each other’s successes and supporting each other among life’s disappointments. When employees know they are loved and supported, they’re bound to go the extra mile. And their clients benefit.
Building a contact center with a positive team and family spirit is hard work. But it’s worth it. Investing in staff and creating the best possible work environment results in staff that are poised to do their best.
And isn’t this the type of outsourcing contact center you want working for you?
Ansafone Contact Centers, a 24/7 live contact center service provider, uses a multichannel communication approach to help customers communicate via phone and live chat, with email management and social media monitoring. Ansafone’s business process outsourcing (BPO) services specialize in customer service, help desk, tier-1 tech support, sales conversion, and enrollment. Click here to learn more.