Telus White Paper Download

The Culture Value Chain: Business Impacts Defined

Understanding the importance of an organization’s culture and the impacts it has on customers and on the business itself is critical in today’s environment.

The correlation between employee engagement and revenue growth, for organizations with great corporate cultures in their internal captive call centers, is becoming more apparent. This white paper looks at the links between culture and top-line revenue growth for outsourced customer
service operations.


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“Logically, we think that strategy should drive behavior, but, in reality, it’s the culture–underlying norms, values, belief systems–that dictates how effectively people work together. Employees’ behavior has direct impact on the bottom line, costs, revenue streams, level of productivity, customer satisfaction, even the brand–every aspect of the business is affected."
                                                                                                                                                                  - Frost & Sullivan