Why Company Culture Matters in a Virtual Call Center
Written by Grace Downey
In today’s world of remote work, supportive employer / employee relationships are extremely important to maintain a healthy and successful company culture. At Perceptionist, we believe that the heart of our success lies in the people who pick up your customers’ calls. In this blog post, we’ll explore why a strong company culture is critical to a virtual outbound and inbound call-center environment, how prioritizing our agents helps maintain phone quality, and how that ultimately drives higher conversion and sales success rates for your business.
Relationships Matter
To invest in Perceptionist is to invest in an opportunity, an opportunity to connect people together. Perceptionist, Inc was originally founded in 1998 in Westerville, Ohio to support a multi-generational family business. There were three employees answering calls for a singular carpet cleaning service. From the beginning, it was built around family and connecting people together. Perceptionist recognizes the value of relationships, creating an environment employees want to stay and be a part of indefinitely. Today, over half of Perceptionist’s employees have worked on the team for at least five years, some here since the very beginning.
The key to longevity is personal relationships and long term employment which is why Perceptionist utilizes personalized hiring assessments to truly get to know each one of their potential hires. After understanding the individual’s work needs and expectations so that we can guarantee Perceptionist as the best job for them, they are welcomed onto the team.
If we don’t deliver for our employees, we don’t deliver for our clients. Training and development is constantly in action, there is always room for development and growth as an employee at Perceptionist. From personal daily check-ins and team conversation, Perceptionist ensures each agent feels heard, understood and supported.
“The most important position in the company is the Perceptionists.”
-Tiger Downey, President of Perceptionist, Inc
Results Matter
Happy employees, happy business. With agents smiling on the phones, call productivity and conversion rates increase. Not only are agents comfortable in the setting of their own home, they are happy to care for your clients the same way they are cared for. With service levels hitting 100%, agents are ready to deliver professional service.
We track standard call-center conversion rates, first-call resolution, average handle time, talk time and more, but we also track agent satisfaction, retention, and engagement. In a virtual call-center environment, supportive company culture is imperative. Perceptionist is designed to acknowledge how people feel, how connected they are, how supported they are, and how their work aligns with something bigger because culture directly influences retention, engagement, and performance.
When our agents love what they do, they sound better on the phones. They listen more, respond more naturally, handle rejections and objections more confidently, and ultimately convert more calls into sales. And that helps our clients! When our agents represent the brand with integrity, clarity and energy, we deliver conversations, not just scripts. We deliver results.
People First
At Perceptionist, we believe our people are our greatest asset. Our agents are not simply “call-handlers”; they are brand ambassadors, problem-solvers, and high-performing professionals. Here’s how we incorporate culture into the day-to-day:
1. Clear Purpose and Alignment
We make sure every agent understands why they’re doing what they’re doing: how handling an inbound call, or making an outbound call, ties into the company’s larger mission, and how that ties into the client’s success. We know that when employees feel connected to the broader company goals, performance improves.
2. Recognition and Career Development
We regularly recognize high performers, provide coaching, and offer career pathways. We use quality scores and check points for training opportunities where improvement may be needed and provide around the clock support for Perceptionists. Our thorough account and call-handling training consists of one-on-one roleplay, group training, and video training sessions. Feedback from clients is greatly encouraged and shared with Perceptionists to maintain quality service and encouragement.
3. Remote Friendly Practices & Wellness
We regularly recognize high performers, provide coaching, and offer career pathways. We use quality scores and check points for training opportunities where improvement may be needed and provide around the clock support for Perceptionists. Our thorough account and call-handling training consists of one-on-one roleplay, group training, and video training sessions. Feedback from clients is greatly encouraged and shared with Perceptionists to maintain quality service and encouragement.
How Culture Carries
What does this all mean when the phone rings? Here’s how a strong culture translates into better inbound/outbound performance:
- Agent morale → voice/tone → customer experience: When agents feel valued, supported, and part of something meaningful, they bring more energy, empathy, and clarity to each call. A positive voice experience leads to better rapport and trust.
- Lower turnover → greater consistency → improved metrics: With lower attrition, you keep experienced agents who know your product/services, your systems and your clients. That means shorter ramp times, fewer errors, better first-call resolution (FCR) and higher conversion.
- Better training + career development → higher skill → better conversions: Agents who know they have a future are more invested. They’re more likely to upsell, handle objections confidently, and deliver higher conversion rates on outbound calls.
- Remote work done right → higher productivity: As mentioned earlier, remote/virtual agents can be more productive—but only if culture supports it. If agents feel isolated or unsupported, you lose the advantage.
- Customer satisfaction impacts bottom line: Good CSAT (customer satisfaction) scores in turn drive loyalty, repeat business, and referrals. Perceptionist has kept clients and employees with them for years because of this!
Hear it From Them
Overall, Perceptionist has a 4 / 5 star rating on GlassDoor by former and current employees and a 4.5 /5 for culture and values. Here’s what they say:
“I love the availability of working from home and the flexibility of the schedule… It was the first job I ever had working on the phone remotely and the training made me comfortable to do the job right.”
— Current employee, virtual sales associate at Perceptionist Glassdoor
“The company environment is one of encouragement, growth, and positive/constructive criticism meant to help you improve, not tear you down… This is hands down the BEST environment I’ve ever worked in.”
— Current employee, more than 1 year at Perceptionist Glassdoor
“AMAZING Opportunity With A Wonderful Company”
— Current employee, more than 1 year at Perceptionist Glassdoor
Want to learn more about how Perceptionist can benefit you and your business? Follow the Blue Button to explore more about Perceptionist!