Revolutions Within the Industry
Technology and current workforce trends are revolutionizing the call center industry. Companies can no longer survive by doing “business as usual.” But, it takes more than simply meeting customer demands to stay in the game. For some companies, this will require a complete overhaul of their company culture.
Industry leaders are creating a corporate culture that delivers the same experience to both their customers and their employees. The most successful companies have reinvented themselves by placing their staff at the forefront of their business models. And, everyone is beginning to notice how this impacts revenue and the customer experience.
What Happens When You Invert the Business Pyramid?
Many companies have found renewed success by inverting the traditional business pyramid. Rather than focusing on the leadership, they are emphasizing a corporate culture that prioritizes its employees. It starts by acknowledging they are more than the revenue they produce and recognizing what they need in both their professional and personal lives to be successful.
Establishing a corporate culture that works with your people makes the entire company stronger. When you have happy employees, they become more productive and create a better experience for your customers. When their personal needs are met, it creates more loyalty to the company and indoctrinates them into this corporate culture. Their loyalty will not only make them want to stay but actively promote on the business’s behalf. If they feel like a valued part of the company, your employees will live, breathe, and build upon this culture as well.
Creating a Corporate Culture that Prioritizes Employees
As it becomes harder to attract and retain employees, companies must assess what their people need for greater job satisfaction. However, these needs are changing alongside the workforce. Therefore, companies must build their processes around the new workforce and the corporate culture they want to establish.
In many cases, this requires innovative thinking and non-traditional solutions that afford employees a better work/life balance. We’re learning that employees’ satisfaction with their job doesn’t always come down to money. Rather than relying on pay increases, companies are offering better benefits, more freedom and flexibility, and creative scheduling to work around their personal lives. When this happens, everyone wins.
The importance of your corporate culture cannot be overstated. It is the foundation for your business model and daily operations. The consultants at P3 can help you identify the challenges you are facing and achieve better engagement with your employees and the customers you serve. By fostering a more inclusive corporate culture that prioritizes the people who support your business, you can vastly improve the customer experience and retain their loyalty for years to come.