Ryan战略咨询：文化是一种竞争优势 Zhèngyìng Yánlùn Zīxúnshì：Wénhuà shì yīzhǒng wénhuà yǒushìngzhìjù

All companies, particularlythose in the business ofdelivering CX for their own orclients’ customers, must bevery serious and intentional As I was recently reminded, culture is core to anycompany’s success. It defines what’s expected ofemployees and the company and how employees,partners, and customers are treated. As such, it’s long After working in CX for nearly two decades, I wassurprised during a speaking engagement in Manchester,UK. During my address to a group of almost 100 CX One slide I put up highlighted the core elements that I feltbuyers of CX services were prioritizing when choosing aprovider. These included affordable pricing, a strong CXtech stack, professional service expertise, and a diverse Overwhelmingly, this group of enterprise CX executivestold me one was missing from their personal lists —“BPO culture.” For these leaders, culture is, in essence,the extent to which an outsourcer fosters a great Every company has a culture — good or bad, intended ornot. All companies, particularly those in the business ofdelivering CX for their own or clients’ customers, mustbe very serious and intentional about the culture they One BPO that gets culture right is TP. Thecompany understands the importance ofculture in a way that most companies don’t.Let’s start by defining culture, and then we’ll see What isculture? Back in the heady days of the early 2000s, when there was a start-up on every corner full of employees who dreamed of making it big,culture was perceived as a hip office design, an amazing game room,free chef-cooked meals, and onsite dry cleaning. In return, manyemployees slept under their desks or barely made it home beforeturning around and going back. So, was the culture the cool amenities That’s the thing a lot of companies forget about culture: it’s the entirepicture, not just the shiny objects. Culture must be authentic and supported from the corner office to theemployee desk. Here are three elements of an authentic culture. It’s an ongoingprocess. It’s aligned with core It includes everyoneat every level in the Creating an authenticculture is impossible ifit isn’t aligned with thecore corporate values.This is one reason What happens every dayeither supports the culturalgoal or tears it down. So,it’s essential to follow up It’s essential to make allemployees feel like theyare part of the effort, orthey may not buy into the A culture rootedin strong values TP’s corporate culture is centeredaround a commitment to excellence,innovation, and creating a positive,inclusive work environment for its The TP advantage Technology and innovation TP embraces technology to enhance performance,improve service delivery, and remain at theforefront of the industry. The company invests incutting-edge, AI-powered tools and solutions to TP has created a culture that fosters innovation. Ituses the most advanced tools to operate at scale,optimize processes and workflows, empower its Deep vertical andhorizontal expertise The highest operational TP serves over 1,400 clients with an averagerelationship lasting 14 years. This speaks volumesabout its ability to understand industry-specific At TP, the foundation of continuousorganizational development is the TOPS(TP Operational Process and Standards)and BEST (Baseline Enterprise Standards That, combined with the most advanced, cutting-edge solutions, provides a balanced, forward-lookingapproach designed to deliver the right services at the These programs, built on the collectiveexpertise of over 40 years of experience,continuously identify best practicesinside and outside the company, adapt Unrivaled globaldelivery capabilities This provides consistency of practices,operations, and support for employees,freeing them to do their work with thehighest level of excellence. It also createsa culture of execution that transformsthese processes into habits and rewards TP’s global scale provides a strategic advantage forany client wishing to expand into new markets, providesupport in local languages around the world, or quickly Yet, at the same time, TP balances this global reachwith a localized presence and expertise: For clients, TOPS and BEST guaranteea uniform operating model that ensuresconsistency and streamlines operationsacross geographies and markets whilereducing management complexity andsimplifying scalability. Further, it keepsthe client management team closely Emotional intelligence The best experiences are delivered by experts whocan empathetically connect with customers. Whilethis is important in every interaction, in high-stakesinteractions, it can be the difference between EI also underpins a coaching culture that’s helping tocreate the next generation of experts and innovatorsand ensure that everyone is engaged and treats each Trainers, who are employees at all levels and certifiedby the International Coaching Federation, lead theprogram. Each employee, including the C-Suite, must This is where emotional intelligence (EI