ICMI’s Annual Call Center Exhibition Conference (ACCE) this year had a customer service video contest.  Hot Topic, a teen retail accessory store won.

It showed how their organization’s culture dictates how they treat their own customers.  Entering their call center, you see young people on the phones within a casual environment, music videos being played in the background and agents could go to work as if they were going a party that resembles their line of accessories.

Here in the Philippines, most centers have a casual environment but very few resemble the client organization’s culture.  Some would say “It is because most are outsourced.  The culture and the work environment is dictated by the parent company, not the account.”  True, but isn’t each account headed by an operation’s head that is responsible for overall customer service based on the standards of it’s client?

I’ve been fortunate to experience the difference when the client’s culture is infused into the operation’s floor.  From training to the daily grind of assisting customers, the environment they work in is infectious and will definitely help in focusing on delivering excellent service.

Kudos to Hot Topic! Their video just proves this works and should be duplicated by other centers.

If you have a video you’d like to share, send me the link and tell me your story.