How we strive to make our call centre a great place to work

RECENT research (Gallup, 2009) indicates the importance of having a “best friend” at work; suggesting that this can promote retention, productivity, and engagement. Without this, they say, the chances of employees being engaged at work are one in 12 -- and virtually non-existent with no friends at all at work.

This is compelling information. But are employers doing enough to satisfy this “happiness” factor?  Are HR practitioners pushing water uphill with this one?

At our call centre, which has around 500 agents, we have a strategic plan to integrate new and novel initiatives every other month to create a culture of friendliness, camaraderie and team work.

Take the “Random Act of Kindness” initiative, for example.  It encourages agents to leave an anonymous calling card along with a gift, such as a doughnut, cappuccino or something a little different.  We’ve found that these benefit not just the recipient, but the whole team.  Watching a colleague’s face light up with delight after a string of difficult calls boosts morale across the floor.

Then there is the “Great Place to Work TV” scheme, where teams are given a camcorder and encouraged to make a four-minute film on “Screwfix is a Great Place to Work because…”. Teams have loved creating their films just as much as watching those of others.

Our gold awards, which culminate in a black tie event in a country manor, also get agents talking.  This year, staff nominated more than 200 colleagues for outstanding pieces of work and contributions.  Add to this mix a substantial reward and recognition scheme and a process where employees spot “Being Screwfix” behaviours in action and you have all the makings of a great place to work.

Underpinning this notion of the “happy factor” is our guide on how to be the best that you can be.  It is a one-stop-shop that provides advice and guidance on how world-class call centre employees, from agents through to heads of department, behave and perform.  Finally, it includes call centre career routes, maps and job families so employees can see what goes on behind the scenes of running a call centre and where would they like to fit in as their career develops.

Our call centre focus is on: delighting the customers, excelling at the day job, striving for financial targets and creating a great place to work.

Paul Silk, HR business partner for the contact centre, Screwfix