Why is Everyone Smiling

"Call centers are traditionally commodity businesses with very low margins, high turnover, and low morale. We're the complete opposite. We have profits that are four to five times higher than other call center companies. And we have a fraction of the normal attrition."

Paul Speigelman | CEO, co-founder of Beryl

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Beryl operates call centers for hospital and health care providers. So when you call a hospital in the middle of the night, chances are you’ll be talking to a nurse at a call center and maybe a nurse from Beryl. This not a glamorous business but it is a necessary business.

As Paul says in the above quote, call centers are a commodity business where pay is low and turnover is high. Yet Beryl has managed to grow with zest and zeal that belies the fact it is a commodified business. Beryl has grown to become a $25-million dollar with over 300 employees.

Since it competes in a margin-challenged industry, Beryl can’t afford to pay its employees more than its competitors. According to a Dallas Morning News article, a new Beryl call center employee makes no more than $22k. An experienced Beryl call center employee may make as much as $35k.

In the same article, Paul explains instead of paying employees more per hour, Beryl spends “hundreds of thousands of dollars a year” to make the workplace more fun and enjoyable. They throw parties for employees, take field trips during the day, conduct a murder mystery game that has employees spending weeks solving whodunit.

And Paul, the CEO, finds new ways to humiliate himself in front of employees. At one company party he might be dressed up as a matador roller skating around the gala. Or he could take on all comers in a game of one-on-one basketball during the NCAA March Madness Tournament.

You can learn all about Paul’s management philosophy and business beliefs in his recently published book, WHY IS EVERYONE SMILING? Bo Burlingham, of "Small Giants" fame, wrote the foreword to the book and he gushes about the special company culture at Beryl.

One of Paul’s key management practices is “Employees should always expect fun just around the corner.” Below are ten practices Paul believes can ensure that fun is just around the corner for employees. You’d be wise to read them and act upon them. (You’d also be wise to read Paul’s book.) Enjoy…

WAYS TO MAKE EMPLOYEES SMILE Paul Speigelman | CEO, co-founder of Beryl

Give Employees a Voice
We have the Better Beryl Bureau, a group of 15 co-workers from all facets of the organization responsible for enhancing our culture.

Pay them Fairly
Money is not the only source of motivation, but the lack of a fair pay structure can quickly lead to dissension.

Recognize and Reward
Leaders must personally let people know that they appreciate them. Peer-to-peer recognition is equally valuable. We encourage peer recognition certificates and hold quarterly drawings for winners who receive cash prizes.

Offer Opportunities for Advancement
Look first within the ranks when a position becomes available. Provide opportunities for training and mentoring to help people grow personally and professionally.

Support Out-of-the-Box Semantics
Our HR department is the ‘Department of Great People and Fun, and its director is the ‘Queen of Fun and Laughter.’”

Infiltrate the Workplace with Fun
Look for opportunities to celebrate and make them festive.

Walk the Walk
If you're having a down day, don't let it show. If you can't disguise your feelings, stay home. Just as laughter is contagious, so is a frown.

Send a Handwritten Note
It's even more appreciated today than it was two decades ago.

Let Down your Guard.
Don't be afraid to sit in the dunk tank during a family picnic or don a costume in a celebration.

Open your Heart
We have created a formal program so that co-workers can inform us about events in their lives or the lives of their peers, and we find appropriate ways to be there for them when they need us.

SOURCE: Dallas Morning News article | Sept. 4, 2007

Comments

[Valeria Maltoni]

Thank you, John. You have some of the most interesting readings and reviews here ;-} Being upbeat and interested are a competitive advantage.

[johnmoore (from Brand Autopsy)]

Thanks Valeria. My blogging bent is to share stuff that I find interesting. I'm glad you are finding the stuff I share interesting.

[AnnaMaria/Stopwatch]

You are "spot on." This reminds me of the ancient Southwest Airlines case study where management created a fun atmosphere for employees - which eventually translated into a fun atmosphere for its customers. This would be a differentiated proposition in today's age for employee recruitment and retainment... especially as most companies refer to their call centers as "customer care" functions - but fail to show real "care" to the employees behind the 800s#s and online chat support roles. And, these same companies forget about the "customer care" function during strategic planning and execution.

[RC]

not sure. i've worked for this company and it was not the same story in management as they portray for front-line employees (aka call advisors). their retention numbers are definitely inflated, if you look at how their compile their data.

[anonymous]

"fun and laughter" is great, but is not enough to keep highly quality people in management at Beryl. it's not a place for professionals to seek out employment, but a great place for hourly, front-line employees. pay em low wages and make it a comedy club atmosphere. that's what you HAVE to do to keep em.
their turnover is actually much higher than what they report. they determine what criteria to use in the calculation. it's very biased, so take it for what it's worth. i think the ceo is more interested in self-promotion than really building a business.

[lmsmith58]

I'm not sure about the turnover numbers because I just started at this company a month or so ago, but I can tell you that it's different than any other place I've worked before. It really is a fun, laid back atmosphere, and they seem to really care about their employees. Everyone is really nice and seems genuinely happy to be there. I can tell you that I am not a member of management (I'm an Analyst there), but my salary is very fair. The CEO and COO are very visible on the call center floor, and they are very nice guys - not stuck up or seemingly interested in "self promotion" at all.
I think the others that posted negative comments about Beryl had some sort of negative experience that they may have somehow contributed to.