Four Steps to Infuse Your Culture and Brand into Outsourced Call Centers

When done well, training engages and stimulates associates and prepares them to meet the challenges of the position. When done poorly, however, it can confound and frustrate associates and set the stage for unsatisfactory performance and attrition.

4. Everyday brand exposure. To successfully adopt a culture and identify with a brand, an agent must believe in a cataloger and its products. Make the brand part of an associate’s everyday life and/or work experience. This first-hand approach can have a positive impact on a program’s results.