4 Ways a call center’s work culture can affect customer experience

Alistair Roque Published on August 4, 2014 Last updated on February 8, 2024

If a call center wants to give customers a positive experience, it should first start by developing its own work culture positively.

One vital element that can shape the customer experience is the work culture within a call center. The way employees are trained, empowered, and motivated directly influences how they interact with customers and address their needs.

Which means today, we will explore four key ways in which a call center’s work culture can impact customer experience. Plus, we will also discuss the importance of creating a positive work environment.

1. Employee Behavior and Communication Skills

The behavior and communication skills of call center employees play a crucial role in shaping customer interactions. When customers reach out to a call center, they expect to be treated with respect, empathy, and professionalism.

Employees who possess excellent communication skills can effectively listen to customers, understand their concerns, and provide clear and concise solutions. In addition, they can convey information accurately and with empathy, ensuring that customers feel heard and valued.

  • Training Agents for Better Behavior and Communication

    Training programs are essential for enhancing employee behavior and communication skills. These programs should focus on areas such as active listening, effective problem-solving, conflict resolution, and maintaining a positive tone.

    Through comprehensive training, call centers can equip their employees with the necessary skills to handle various customer situations professionally. As a result, agents create a positive customer experience.

    For example, imagine a call center agent who receives a call from an irate customer. Instead of responding defensively, the agent remains calm, actively listens to the customer’s concerns, and shows empathy.

    Through effective communication techniques, the agent diffuses the customer’s anger and works towards finding a satisfactory resolution. This positive interaction not only resolves the customer’s issue but also leaves a lasting impression of exceptional customer service.

  • Soft Skills for a Positive Work Culture

    Aside from communication techniques, here is a list of the soft skills that call center agents can possess through a positive work culture:

    • Empathy: Empathy is the ability to understand and share the feelings of another person. Call center agents need to empathize with customers and demonstrate compassion towards their concerns.

      Putting themselves in the customer’s shoes means agents can better understand their emotions and provide a supportive and empathetic response. Empathy helps agents build rapport with customers, make them feel heard and valued, and create a positive customer experience.

    • Patience: Patience is essential for call center agents, as they often deal with customers who may be frustrated, upset, or confused. Agents should remain calm and composed, even in challenging situations, and avoid rushing or becoming agitated.

      Patient agents listen attentively, allow customers to express their concerns fully, and work towards finding the best solution. Also, patience helps in de-escalating tense situations, building trust with customers, and providing effective assistance.

    • Adaptability: The ability to adapt to changing circumstances is vital for call center agents. They encounter a variety of customer inquiries, issues, and requests throughout their workday. Agents must be flexible and adaptable, adjusting their approach based on each customer’s unique situation.

      They should be able to switch between different tasks and systems seamlessly. At the same time, agents must also be able to embrace new technologies or processes, and handle unexpected challenges with ease. In doing so, agents can meet customer needs efficiently and maintain high service standards.

    • Resilience: Resilience is the ability to bounce back from difficult situations and remain motivated. Resilient agents handle stress, manage their emotions, and maintain a positive attitude.

      They learn from setbacks, seek support when needed, and focus on delivering exceptional customer service despite any obstacles. Resilience helps agents maintain their performance and deliver consistent customer experiences.

    • Time Management: Call center agents should possess strong time management skills to handle customer inquiries efficiently. They need to prioritize tasks, manage their workload, and adhere to service level agreements.

      Agents should handle calls promptly, minimize wait times, and ensure that each customer receives appropriate attention. Basically, effective time management allows agents to deliver timely service, reduce customer frustration, and optimize their productivity.

    • Teamwork: In call centers, teamwork is essential for collaboration and achieving common goals. Therefore, agents must work effectively with their colleagues, supervisors, and other teams within the organization.

      They should communicate and share information, assist each other in resolving customer issues, and contribute to a positive team environment. Teamwork promotes knowledge sharing, promotes a supportive work culture, and ultimately enhances the overall customer experience.

2. Employee Empowerment and Problem-Solving

Empowering call center employees to handle customer issues independently is another aspect of work culture that directly impacts customer experience. When employees have decision-making authority and autonomy, they can resolve customer concerns promptly and effectively, without unnecessary escalations or delays.

Empowered employees feel trusted and valued, which positively influences their approach towards problem-solving and customer interactions.

  • How to Promote Employee Empowerment

    To promote employee empowerment, call centers must establish clear guidelines and empower employees to make decisions within certain boundaries. They should also provide them with the necessary tools, resources, and information to address customer issues effectively.

    Simply put, agents must be encouraged to take ownership of customer problems and be enabled to find suitable solutions. In doing so, call centers can enhance the customer experience.

    Consider a scenario where a customer calls a support center with a complex issue that requires immediate resolution.

    An empowered call center agent would have the authority to take the necessary steps to resolve the issue promptly. This means there’s no need to transfer the call or seek approvals from higher levels of management. As a result, the customer saves time and effort.

    This scenario goes to show that employee empowerment also demonstrates the call center’s commitment to providing efficient and customer-centric service.

3. Skill Development and Training Programs

Skill development and ongoing training programs are two other components of a call center’s culture that can impact customer experience. After all, to provide exceptional service, call center employees need to possess a range of skills. These include product knowledge, technical proficiency, problem-solving abilities, and, again, effective communication.

Regular training programs ensure that employees stay updated with the latest product features, policies, and industry trends. They help employees develop their technical skills, such as navigating complex systems or using specific software tools efficiently.

Training programs can also focus on enhancing problem-solving skills, enabling employees to analyze customer issues effectively and find appropriate solutions.

  • Creating a Culture of Continuous Learning

    Meanwhile, creating a culture of continuous learning is the result of ongoing skill development and training programs.

    It demonstrates a call center’s commitment to providing knowledgeable and skilled agents who can address customer concerns with confidence. Skill development programs contribute to employee growth and job satisfaction while directly benefiting the customer experience.

    For instance, imagine a customer contacting a call center with a technical issue related to a software product. An agent who has received comprehensive training on the product’s features and troubleshooting techniques can quickly identify the problem and guide the customer through the solution.

    Through their well-developed skills, the agent not only resolves the issue efficiently but also instills confidence in the customer. In other words, it shows the call center’s expertise and commitment to providing exceptional service.

4. Employee Satisfaction and Morale

Employee satisfaction and morale significantly impact customer experience as well. Happy and motivated employees are more likely to go the extra mile to ensure customer satisfaction. On the other hand, employees who are dissatisfied or demotivated may exhibit disinterest or frustration in their interactions with customers.

Creating a positive work environment that prioritizes employee satisfaction and morale involves several factors. For instance, call centers can implement recognition programs to acknowledge employee achievements and contributions. They can also provide opportunities for career growth and development, allowing employees to see a clear path for advancement.

Additionally, work-life balance initiatives, employee wellness programs, and a supportive management approach contribute to higher employee satisfaction and morale.

  • The Results of Boosted Employee Satisfaction and Morale

    When employees feel valued and supported, they are more likely to provide exceptional service to customers. They exhibit enthusiasm, empathy, and dedication in their interactions, leading to positive customer experiences. Moreover, satisfied employees tend to stay with the organization longer, building long-term relationships with customers and contributing to their loyalty.

    For example, consider a call center where employees are recognized for their outstanding performance through a recognition program. This recognition not only boosts their morale but also motivates them to consistently deliver exceptional customer service.

    As a result, customers receive personalized and attentive support, enhancing their overall experience with the call center.

How Positive Work Culture Manifests in Call Center Services

A well-developed work culture empowers and motivates employees to perform at their best in several of the call center’s services. Here’s a look at how customers can notice this positive culture in the workplace:

  • Inbound Customer Support

    When a call center has a well-developed work culture, it can offer efficient and effective inbound customer support services. Trained agents with excellent communication skills can handle incoming calls from customers, addressing their queries, providing information, and resolving issues.

    They can offer personalized assistance, ensuring that customers feel valued and their needs are met. Agents in a positive work culture are more likely to exhibit empathy, patience, and professionalism, enhancing the overall customer experience.

  • Outbound Sales and Lead Generation

    In addition to providing customer support, call centers with a strong work culture can excel in outbound sales and lead generation. Agents trained in persuasive communication techniques can make outbound calls to potential customers. More specifically, they present product or service offerings, and generate leads for the business.

    A positive work culture brings out motivation and enthusiasm among agents. This can be seen in their sales pitches, leading to an enhanced customer engagement. Additionally, agents who feel empowered and supported are more likely to achieve sales targets and contribute to the business’s growth.

  • Technical Support

    Call centers with a well-developed work culture can also offer technical support services. Trained agents who possess the necessary technical knowledge can assist customers with troubleshooting and providing guidance on product usage.

    A positive work culture promotes continuous learning and skill development. This enables agents to stay updated with the latest technologies and effectively address technical concerns. This ensures that customers receive accurate and reliable technical support, leading to improved customer satisfaction.

  • Help Desk and IT Support

    Call centers that prioritize a positive work culture can provide help desk and IT support services. These services involve assisting customers with IT-related issues, such as software installations, network connectivity problems, or account access.

    Well-trained agents with strong problem-solving abilities can offer remote assistance. More specifically, they guide customers through step-by-step solutions or escalating complex issues to specialized teams. A supportive work culture promotes collaboration and knowledge-sharing among agents, ensuring prompt and effective IT support for customers.

  • Order Processing and Fulfillment

    A call center with a well-developed work culture can efficiently handle order processing and fulfillment tasks. Agents can assist customers in placing orders, verifying product availability, and providing information on shipping and delivery. They can also address customer inquiries related to order status, returns, and exchanges.

    Agents in a positive work culture are trained to handle order-related issues with accuracy and efficiency. This results in a positive customer experience, with customers receiving timely updates and assistance regarding their orders.

  • Multilingual Support

    In a diverse and global business landscape, call centers with a strong work culture can offer multilingual support services. Employing agents proficient in multiple languages, these call centers can cater to customers from various regions and language backgrounds.

    Multilingual support ensures effective communication and understanding, allowing customers to interact in their preferred language. A work culture that values diversity and inclusion enables call centers to provide excellent service to a broader customer base.


A call center’s work culture plays a critical role in shaping the customer experience. From employee behavior and communication skills to employee empowerment and problem-solving, each aspect significantly impacts customer interactions.

Additionally, skill development and training programs, along with employee satisfaction and morale, further contribute to providing exceptional customer experiences.

Through a positive work culture, call centers can create an environment that encourages professionalism, effective communication, and employee empowerment. This, in turn, leads to better customer interactions, faster issue resolution, and higher customer satisfaction.

When it comes to keeping agents, brands, and customers happy, Open Access BPO is one of the best choices to partner with. Our workplace culture puts people first and keeps agents empowered and productive.

Our year-round employee engagement activities, strong management diversity, and equal opportunities for professional growth allow our agents to achieve professional excellence and our company to enjoy low monthly attrition rates since the start of the decade.

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For every call center in the Philippines, happy customers exist because of happy call center agents. Call center managers are aware that the goal of ensuring customer satisfaction is greatly influenced by the kind of engagement customer support agents can provide. Keeping your agents satisfied is therefore a good investment in empowering a brand to become a winner in customer service.

Establishing a positive work environment can definitely encourage agents to make pleasant calls. But other than instilling positive and warm vibes among your employees, there are other effects of positive corporate culture linked to customer experience that you may be unaware of. Here are some of them:

1. It affects the desire of agents to become productive.


More than just making their moods positive, a good work environment can influence the morale of your agents and their drive to do well in their tasks. If they are happy and content with the environment they operate in, they are more likely to perform at an optimal level. They will have a sense of investment in the organization, which can boost their enthusiasm and desire to be productive. This will motivate them to do more than what is required of them and provide exceptional service to customers that they interact with.

2. It ensures positive customer interaction.


When agents are provided with good job experience, they can pay back their employers with exceptional performance. If an outsourcing client takes part in making the work environment a pleasant one for its team of customer service representatives, the agents will be more motivated to become good brand ambassadors. They will see interactions with customers as opportunities to help other people.

3. It influences the communication within the call center.


By making sure the work culture is healthy and positive, you are building a greater sense of community among your people. With this unity, you can build stronger channels of communication within your organization. A positive culture can encourage agents to freely give feedback to call center leaders and accept helpful pointers through coaching in return. Since your agents are your frontline personnel, the insights they gain from the customers they interact with can be very helpful in redirecting call center strategies.

4. It opens opportunities for income generation.


A positive work culture that encourages agents to perform well through incentives or other forms of recognition can help them go beyond expectations. Agents will become more motivated to close more deals or conduct more upsells or cross-sells. They will view each customer interaction as an opportunity to not only help customers, but to maximize the profit that will go to the company. Moreover, with excellent customer service comes more referrals and lead generation. This will help the outsourcing client gain more revenues through new customer relationships.

The link between a call center’s work culture and the quality of services it provides cannot be disregarded. Because of these four effects, call center managers must therefore do their best in ensuring that the work environment is positive enough for its employees.
When work culture is enjoyed by everyone in the call center, the positive outcomes will reflect in the kind of work that the organization produces, including the quality of customer service it delivers.

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