4 Reasons why call centers should build culturally diverse teams

4 Reasons why call centers should build culturally diverse teams

October 10, 2016

culturally diverse business team giving high five

Although managing a diverse team can be challenging, evidence shows that working with people who are different from us can make us happier and more productive.


1. A mishmash of ideas leads to innovation.
Most call center managers frown upon the idea of handling a culturally diverse team. After all, it can admittedly be an extremely complex setup. Diversity in the workplace, if poorly managed, can trigger an avalanche of disasters: racial discrimination, ineffective communication, awkward interactions, and others.

ethnic business women studying book reports
This is probably why only 40% of organizations consider themselves a diverse group, although 77% of executives actively try to hire people from different backgrounds. Staff management will surely be challenging, and leaders must carefully think about how best to handle such teams.
If you can make it work, however, a culturally diverse team can bring you plenty of advantages. Reports after reports have shown that simply putting together people with varying characteristics leads to better organizational performance. Here’s how this happens.

young culturally diverse creative tean in colroful clothed in meeting pointing to notes on table

One of the best ways to solve an existing problem or to come up with a fresh idea is to bring a bunch of people together. With several heads working on a complex issue, you can build solutions that are founded on multiple perspectives. We call this informational diversity.

This concept does not apply only to teams composed of people with varying expertise or roles; it also applies to culturally diverse groups. People with different beliefs, traditions, and experiences all bring something unique to the table that many others in the company may not know about. Thus, when you consolidate these ideas, you can produce great innovations stemming from numerous angles and perspectives.

 

2. Diversity makes organizations smarter.

smiling diverse team

Customer service is a competitive industry. Basically, call centers that can innovate fast, embrace successive technologies effortlessly, and cater to customers’ changing demands are best equipped to win the race.

Cultural diversity can give you that competitive advantage.

The power of diversity lies in how it can make us question the notions we’re holding onto. When presented with an opinion that contradicts ours, we widen our thinking and change the way we look at things. Compared with homogeneous groups, a diverse organizational structure can trigger growth and allow companies to make smarter decisions.

 

3. Diverse teams are more productive than homogenous ones.

diverse customer service call center agents busy in calls

According to MIT economist Sara Ellison, “Having a more diverse set of employees means you have a more diverse set of skills, which could result in an office that functions better.”

This is also true for call centers. By promoting diversity in the workplace, they can provide customer service in several languages, allowing them to work with more clients from anywhere in the world. Aside from driving more revenues, this lets outsourcing companies establish a global presence and optimize the customer experience.

 

4. It drives up employee engagement.

diverse office coworkers chatting over coffee

Sodexo, an international brand that tags itself as a provider of quality of life services, cites staff diversity as a key in boosting people’s engagement. As they intentionally recruited employees with varying characteristics, cultural background, and gender, Sodexo also focused on promoting inclusion. After analyzing engagement survey results, they found out that people became happier and more productive in a diverse workplace that also bolsters camaraderie among employees.

In call centers, wherein work can be quite repetitive, diversity can produce a more dynamic environment. This can help break the monotony in the office and create a lively atmosphere.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO6 hours ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO10 hours ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO2 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage