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

For a cataloger that sells audio systems, for instance, equipping every workstation in the contact center with an audio system enables associates to listen to music throughout the day, promoting their passion for sound quality.

Accomplishing the above requires a substantial commitment from both the catalog company and the outsourcing provider. Failing to integrate a cataloger’s culture and brand into the contact center, however, can create a disconnect that will inevitably reflect poorly on consumers’ perceptions of the brand. When both commit to this adoption, the relationship flourishes, enabling each party to meet and exceed their objectives.