Diversity, Equity, and Inclusion: How Call Centers in the Philippines Are Building a More Inclusive and More Equitable Workplace

In today’s globalized and interconnected world, diversity, equity, and inclusion (DEI) are no longer just a matter of corporate social responsibility; they are a strategic imperative. 

Companies that are able to build a diverse, equitable, and inclusive workplace are better able to attract and to retain top talent, to foster innovation, and to connect with a diverse customer base. This is particularly true in the contact center industry, where the ability to understand and to empathize with a wide range of customers is essential to success. Call centers in the Philippines, with their diverse and multicultural workforce, are at the forefront of the DEI movement, and they are setting a new standard for the industry.

According to a report by McKinsey, companies in the top quartile for racial and ethnic diversity are 35% more likely to have financial returns above their respective national industry medians This is a powerful testament to the business case for diversity. By bringing together employees with different backgrounds, different perspectives, and different life experiences, companies can create a more dynamic, more innovative, and more successful organization.

“Diversity is not just a buzzword; it’s a business strategy. It’s about bringing together the best and the brightest from all walks of life, and creating an environment where everyone can thrive. In the contact center, it’s about building a team that reflects the diversity of our customers, and creating a more empathetic and more effective customer experience.” – Ralf Ellspermann

The Three Pillars of DEI

DEI is a multifaceted concept that is made up of three distinct but interconnected pillars:

• Diversity: This refers to the representation of different groups of people in the workplace, including people of different races, ethnicities, genders, ages, religions, sexual orientations, and abilities.

• Equity: This refers to the fair and just treatment of all employees, regardless of their background. It’s about ensuring that everyone has the same opportunities to succeed, and that there are no systemic barriers that are holding certain groups back.

• Inclusion: This refers to the creation of a workplace culture where everyone feels valued, respected, and supported. It’s about creating a sense of belonging, where everyone feels comfortable being their authentic selves.

Leading call centers in the Philippines are taking a holistic approach to DEI, and they are implementing a wide range of initiatives to promote diversity, equity, and inclusion in the workplace.

Building a Diverse and Inclusive Workplace

Building a diverse and inclusive workplace is not just about hiring people from different backgrounds; it’s about creating a culture where everyone feels welcome and supported. This requires a conscious and deliberate effort to break down stereotypes, to foster collaboration, and to create opportunities for employees of all backgrounds to succeed. Leading call centers in the Philippines are implementing a number of strategies to achieve this, including:

• Unconscious Bias Training: This training helps employees to become aware of their own unconscious biases and to learn how to mitigate them. This is a critical step in creating a more fair and more equitable workplace.

• Employee Resource Groups (ERGs): These are voluntary, employee-led groups that are made up of employees who share a common background or interest. ERGs can provide a valuable source of support and community for employees, and they can also play a key role in promoting diversity and inclusion in the workplace.

• Inclusive Leadership Development: This training helps leaders to develop the skills and the knowledge they need to create a more inclusive and more equitable team. This includes everything from learning how to manage a diverse team to learning how to create a culture of psychological safety.

• Supplier Diversity Programs: These programs are designed to increase the representation of diverse suppliers in a company’s supply chain. This is a powerful way to promote economic equity and to support diverse communities.

The Business Case for DEI

The business case for DEI is clear. A diverse, equitable, and inclusive workplace can deliver a wide range of benefits to a call center operation, from improved customer service and increased innovation to higher employee engagement and lower attrition.

• Improved Customer Service: A diverse workforce can better understand and empathize with a diverse customer base. This can lead to a more personalized and more effective customer experience.

• Increased Innovation: By bringing together employees with different perspectives and different skill sets, a diverse workforce can foster a more dynamic and innovative environment.

• Higher Employee Engagement: When employees feel valued and respected, they are more likely to be engaged and motivated. A diverse, equitable, and inclusive workplace can help to create a more supportive and more engaging environment, which can lead to higher employee engagement.

• Lower Attrition: A diverse, equitable, and inclusive workplace can help to reduce attrition by creating a more stable and more experienced team. When employees feel like they belong, they are more likely to stay with a company for the long term.

“DEI is not just the right thing to do; it’s the smart thing to do. It’s a win-win for everyone. It’s good for our employees, it’s good for our customers, and it’s good for our business.” – Ralf Ellspermann

Case Study: A Global Technology Company’s Journey to DEI Excellence

A global technology company was struggling to attract and to retain a diverse workforce. The company’s in-house customer service team was made up primarily of white men, and the company was having difficulty connecting with its diverse customer base.

The company decided to partner with a call center in the Philippines that had a strong commitment to DEI. The BPO provider worked closely with the company to develop a comprehensive DEI strategy, which included everything from unconscious bias training to the creation of a number of employee resource groups.

The results were transformative. The company was able to increase the representation of women and underrepresented minorities in its customer service team by 50%. The company also saw a significant increase in its customer satisfaction ratings among its diverse customer base. The company is now a recognized leader in DEI, and it is a testament to the power of partnering with a BPO provider that shares its commitment to building a more diverse, more equitable, and more inclusive world.

A More Inclusive, More Equitable, and More Successful Future

Diversity, equity, and inclusion are not just a trend; they are the future of work. Companies that are able to build a diverse, equitable, and inclusive workplace will be the ones that succeed in the long run. Call centers in the Philippines are at the forefront of this new reality, and they are providing the expertise, the scale, and the innovation that companies need to build a more inclusive, more equitable, and more successful future. By partnering with a leading BPO provider in the country, companies can build a more diverse, more innovative, and more successful business.

References

• McKinsey & Company. (2020). “Diversity wins: How inclusion matters.”