Back in the 70s when I first started working in the contact center industry, I experienced what you might call a rough start.
I clawed my way up to a manager position by taking the bull by the horns and accepting that every brutal rejection is just an opportunity for you to come up with something better, not give up. The general idea was that people should do their jobs. That’s it! No wasting time on improvement suggestions, making plans, and whatnot. You had your job and you had to do it.
Such an environment built character, no doubt about it, but it doesn’t foster a strong company culture. For people that have even 5% less determination than I had, I think it would have been nearly impossible to advance in their career and derive satisfaction from their work if they were in my place. Because, let’s admit it, you need a specific mindset to be able to enjoy your time in a call center and be able to make a career out of it.
What does company culture have to do with growing your business and reaping success? Well, everything! From call center agents to CEOs, everybody has to adhere to the same values. You need your people to work with you towards achieving company goals, not for you.
If your employees enjoy their workplace and (hopefully) their work, they yield better results.