When you hear the term “workplace diversity,” you may immediately think of a team made up of people from different cultures, genders, or ages. Groups, however, can be varied in other ways.
For instance, there’s such a thing as “informational diversity.” This refers to people’s disparate experiences, educational background, goals, and principles. Members of an informationally diverse team may also possess assorted skill sets and expertise. All these can influence their thinking processes, the way they look at things, and how they carry out their tasks.
Can diverse teams be good for contact centers?
Call centers that deliver monolingual customer support typically hire employees with the same characteristics and qualifications. Multilingual and bilingual providers, on the other hand, are inherently composed of professionals from different cultures and fields of expertise.
For these organizations, team management can become challenging. It’s naturally more difficult to manage a diverse group than a homogeneous one. Leaders must know exactly what makes each member tick, what motivates them at work, and their expectations from the organization.
When managed successfully, however, diversity in the workplace can bring plenty of benefits to an organization. Heterogeneous groups are seen to be more productive than homogeneous ones. And this, of course, is backed by several research studies.
Here are five reasons why diverse customer service teams are better performers than uniform ones.
1. Diversity sparks constructive debates.
When people with different ideas, opinions, and knowledge are brought together, expect interesting conversations to take place. For sure, diverse teams would always be discussing or debating about a broad range of topics.
For organizations, this can be extremely beneficial. The convergence of contrasting ideas can bring about fresh and smart concepts. Diverse call center teams, therefore, can help you find unconventional but effective solutions to existing customer support issues. They may also help trigger innovations within the company.
2. A diverse skill set allows teams to handle more tasks.
Multilingual or bilingual contact centers often have to carry out various functions. Aside from assisting customers, they may also be in charge of designing customer experience strategies for a specific consumer group. Others also conduct market research to aid brands in penetrating new frontiers.
Of course, these tasks require various skill sets and expertise, which is a good reason to hire people with different educational backgrounds and professional experiences. That way, they can help you fulfill your responsibilities successfully.
3. Employees in a diverse team tend to be happier.
People with different traits often find it hard to establish friendly ties, but with the right employee engagement and team building tactics, it’s possible for diverse group members to build strong relationships with one another. When this happens, you’ll notice that such dynamic teams tend to be happier, more engaged, and focused. This is especially true in the field of customer service, which is stereotyped for being highly routine-based and monotonous.
4. Diverse teams are smarter than homogeneous ones.
In a competitive industry like customer support, you need people who can help you crack the most difficult problems and generate new ideas. A diverse team can help you with this.
Being exposed to people who are different from us, and who may hold ideas that contradict ours, can make us question our own beliefs. This promotes open-mindedness and encourages us to consider multiple points of view. This allows diverse organizations to make more holistic and smarter decisions than their homogeneous counterparts.