Resupply: Start with culture

Q. What does it take to run a successful resupply call center? 

A. Whenever people ask me what made my call center successful, I always say the same thing: the people! The foundation of any successful business is the people, and that starts with the culture. Sure, you can have 200 employees and say, “Wow, look how successful we are,” but the reality is, are the employees happy and in a culture that promotes growth, respect and dedication? 

A positive culture creates a sense of belonging – and with that, a business has dedicated people that go above and beyond simply because they feel like a part of it. I have always engaged with my employees from the top down. I enjoy building trust by keeping the team updated on the success of the business, which is directly related to their dedication and hard work. If you cannot address your team face to face as the leader, you should not be leading them.  

Culture goes hand in hand with caring, a powerful combination. Every employee has something that is very important to them, and identifying and having empathy instills you really care about their wellbeing. In many corporate environments, people become numbers and no longer feel appreciated, especially if they really don’t know who is leading them.

So, you have a great culture and you care, so what’s missing? Coverage is a must have in any business, especially a call center business. Coverage is a responsibility to your customers first and foremost but don’t forget your team. Constant shuffling of employees on various accounts and tasks only increases the likelihood customers are not getting the service they deserve. Having a full staff shows your team that you have the ability to lead by building a culture that cares enough about all pieces of the business.

James Dragatsis is CEO of Beyond HME. Reach him at jdragatsis@beyondhme.com.