>>BUILDING CULTURE AND TEAMS

In the research study, when agents talked about "culture", they described their relationships with co-workers in the call center, and whether the overall environment fostered a sense of family and mutual caring. However, when managers discussed culture, they talked mostly about contests and prizes.

This distinction has actually been studied in psychology. It's called "autobiographical memory." What this means is that, as human beings, we have a stronger memory for the feelings of a particular event, more so than for the facts and details of the event. True to this theory, it mattered less to agents what a specific contest was or what kinds of prizes were offered; what mattered to them was the fun and sense of belonging they experienced with their co-workers and supervisors during the event, and how they felt about the process after it was over.

What agents were also clear about is that being part of a team helps them work harder with their team members toward a mutual goal. This concept is fundamentally different from performing or competing solely as individuals, which generally fosters a sense of competitiveness, as well as a reluctance to assist their co-workers.

Call center managers and supervisors who encourage their agents' participation and involvement in various company and extra-curricular activities (such as team competitions, volunteer events in the community, etc.) inspire attitudes of mutual caring and responsibility among their agents.