Call Centre Culture

Over the past two months AnswerPlus has celebrated a lot of weird and wacky holidays. National Paper Airplane Day, International Chocolate Day and Donut Day, just to name a few. 

So why do we invest so much time & effort into the culture of AnswerPlus?

An excellent question with a simple answer. At AnswerPlus we invest heavily in our Virtual Receptionists. We believe that in order to give our customers the very best service, we have to put our receptionists first and our customers third. Putting them first means treating them with respect and creating an environment they are happy to work in. Cultural events go a long way towards achieving that goal.

(You can read more about our core values and why we put our customers third here). 

Why Celebrate Such Weird ‘Holidays’?

Why not?! Okay, so they are a little quirky but so what? Call traffic in a 24/7 call centre can go from 0 to 100 in mere minutes. (This is no joke, it happens weekly). So because our reps always have to be ready to act, when the opportunity arrives to let them do something a bit silly we let them! Silly little holidays give everyone an opportunity to let loose and do something they wouldn’t normally do, such as throw paper airplanes around the call centre.

Does It Work?

Does it ever! The average tenure of an AnswerPlus virtual receptionist is 9.75 years! Almost all of our support and managerial staff were receptionists who were promoted over the years. In fact, we had three retirement parties in 2015 alone.

We are very proud of the AnswerPlus culture and work environment.

Is It Hard?

I’m not going to sugarcoat it, creating cultural events is not hard, but it does require consistency. Someone has to spearhead the events and ensure that they go off without a hitch, even when things get busy. 

At AnswerPlus we have one person who is in charge of creating cultural themes and planning events. She sends a calendar of events to the operations managers and ensures that nothing is forgotten. 

Any Tips & Tricks You Can Share?

I do have a couple of things I can share. 

1. K.I.S.S – Keep It Simple, Stupid.

When we plan events (unless it’s a special occasion) we keep everything super simple and fun. Paper airplane day was all about learning to fly, and make paper airplanes. Our team tried to see who could get their plane to fly the longest. That was it. Keeping it simple kept everything fun, lighthearted and very easy to plan. 

2. This is most important, BE CONSISTENT. 

I get it. Things get busy, and one of the first things to be dropped are cultural events. But trust me, if you stop doing them people will notice. So make sure you’re committed and they are sustainable.

And that’s it! If you have any more questions for us, leave them down in the comment below. We’d be happy to answer any questions you may have.