Spreading Culture & Consistency Across Centers

Category: Communication
Posted by: Frank Camp on December 21, 2010
contact center consultants
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tip of the day

from Ollie-G over at Flickr

How do we ensure that we have consistency in culture, processes, procedures and daily tasks across a number of locations in different states and areas of the country?

This is a question that comes up in some fashion on a daily basis. It must be attacked with a plan in mind if you want to make sure everyone is doing the same thing and thinking on the same page.



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First of all, constant and consistent communication with the leadership of each location is key.  The more you can explain “why” we do things the more the culture will grow consistent as everyone starts looking at things the same way.

Also, you must continue to inspect outcomes and define expectations; or processes and procedures will break down and slight changes will be made to fit unique needs.  This can lead a location astray from the originally intended culture.

One way I implement these ideas in my centers is by sending out a Tip of the Day to my managers. The tips are simple reminders about the best ways to manage our employees and businesses.  They always focus on things we have already discussed.  I’ve also started receiving Tip of the Day suggestions from center managers that would like to share best practices with other managers.  It’s been a great way to keep important ideas prominent and spread a consistent culture across locations.

Give it a try!





Soft Skills Tip of the Week




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Posted Under: Communication