As I’ve mentioned here previously, I’m working on drafting a new company mission statement and identifying a set of “company values”. I’m a bit ambivalent about the idea of creating company values for a couple reasons. First, I don’t think companies have actual values, people do and it can be dangerous to get these things confused. I’m willing to move past this based on the argument that one need look no further than the late Dame Anita Roddick to be convinced that a single person’s own values can guide a whole company and the way it operates.
This is related to my second concern, that values are actually quite important for people and they shouldn’t be messed with or taken lightly by marketers (like me) merely for crass monetary gain. If we’re going to come up with values that we talk to our employees about and that we make public with wall posters or websites, our management damn well better believe in them with their heart and soul otherwise both staff and customers will quickly see through them for the sham they are. I think in the case of Roddick’s Body Shop chain, her consistency in this regard contributed much of their success and the fact that they are now one of the most trusted brands in the world.
So, what are the key values that I believe a call center should embrace? They are:
- Strive to achieve customer delight in all your activities,
- Foster trust and personal responsibility in all of your relationships,
- Develop your people personally and professionally and encourage them to reach their full potential,
- Be boldly innovative, in solving problems, in exploring new business opportunities and in anticipating and meeting customer needs,
- Be honest and transparent in all your business dealings.
I don’t know if this is a complete set, but I’m pretty sure that any organisation that accepts and adheres to these as its “values” will be a good company to work for and to do business with.