It is said that positivity has power to completely transform you personally and professionally!

Well, at least it is true for environment at outsourcing firm where positivity can radically improve the overall working of the team.

Why positive culture in call center is necessary?

A positive environment at the workplace makes sure that agents are ready to go an extra mile to satisfy the end customers of the clients. Well, that’s very first benefit. Companies can also be sure that attrition rate of agents is minimized by creating positivity at the workplace. Lastly, you will have the workforce, which is willing to work more efficiently and productively with the addition of creativity and knowledge in the work. Ultimately, all the projects related to your call centers will be turned into success stories.
Let’s see what outsourcing firms can do to promote positive culture at the workplace.

1. It all begins with the training
   Training is the very first step of preparing the agents for a contact center that has positive approach towards work. Therefore, make sure to invest in the training of new agents effectively through a combination of multiple techniques. Make sure to involve the clients in the preparation of module and scheduling related to contact center training. Even after the completion of training session, every new agent must work under the mentorship of a veteran from the company. All these training techniques will prove fruitful in creating positive environment at the workplace.
2. Accomplishments must be acknowledged properly
   A customer support center needs to nourish the culture regularly by recognizing and celebrating accomplishments of the team members. Appreciation of the best and even above average performers during team meetings is one of the primary approaches to boost positivity.
   You can also involve awards and certificates for best performers along with gift coupons and monetary rewards to acknowledge the accomplishments. Promotions are still the best way to appreciate employees, which will definitely inspire them to do more for the company.
3. Focus on the ergonomics
   It is said that comfortable environment inspires positivity at the workplace. Therefore, you need to focus on improving ergonomics at your delivery center. Proper lighting in the room is the very basic thing to consider at the workplace. Adjustable and comfortable chairs are another essential part of ergonomics that are necessary for every call center.
4. Keep a keen eye to choose leaders amongst the crowd
   Choosing the leaders amongst the workforce is an art. Companies must keep keen eye on the performance and approach of every agent during his/her tenure to choose the leader. After selecting the deserving candidates, you must work on preparing them for handling the team appropriately.  Companies must nurture them so that they are able to motivate the team; handle the petty issues and guide the underperformers.
5. Non-technical training session for agents
   Usually, the companies focus only on the technical training in which customer satisfaction and communication skills etc. are the major topics. But the centers usually skip the additional training, which is also necessary for development of agents.
   Companies can conduct seminars of motivational speakers who can impart positivity and re-fuel the enthusiasm among the agents. Yoga and meditation sessions are another form of training sessions, which will ensure that agents do not feel frustrated and the level of energy is maintained. Companies can also go a step ahead and organize group session with a psychologist for the agents, who can guide them in maintaining the work-life balance and avoiding any form of work-related stress.
6. Empower the representatives
   You must reflect the trust among your customer support representatives as it can drive quite positive results. The agents must be allowed to handle the calls by going off the script to offer better experience to callers. Agents must also be given power to offer discounts or free gifts to the customers, if that is necessary to neutralize the angry customers.
   All these techniques are sure to develop a constructive culture at your workplace. This constructiveness will be ultimately reflected in the positive feedback of the happy customers handled by your agents. Therefore, the outsourcing service provider will soon become result-oriented firm with ability to handle all sorts of projects.