Customers have no way of knowing what a contact centre employee is wearing as they

provide service over the telephone.  So, does it matter what call centre staff wear to work
every day?

Matthew Brown looks at the dress codes in today’s call centres.

Call centres are often away from public view, thus seemingly removing one of the
benefits of a staff uniform – as part of a visible brand identity. But the way staff dress can
affect morale in a call centre, and some organisations believe that a smart dress code can
help improve performance.

The options

Dress codes can be a minefield, and are always subject to interpretation.

According to the website dresscodeguide.com, a casual dress code can be pretty much
anything tasteful and decent.

Smart casual means a collared shirt or polo shirt with trousers such as chinos, dockers or
possibly fashion jeans for men. For women smart casual is a jumper, blouse, sweater or
cardigan with a skirt, dress or trousers and shoes or boots. T-shirts and anything with a
slogan are to be avoided.

At the smarter end of the scale, business standard for men is a suit jacket and matching
trousers, formal collared shirt, usually with a tie, and formal leather shoes, preferably
black. A blouse or suit with a smart skirt or tailored trousers and formal shoes with a low
heel is the female equivalent.

These basic dress codes are varied endlessly by organisations. But how do they work for
call centres?

Smart business dress code

Electrical product retailer Dixons uses a smart business dress code at its Sheffield contact
centre. Men are expected to wear a collared shirt and smart trousers. A blouse and skirt or
trousers are the norm for women. Since Dixons is open seven days a week, Friday,
weekends and pay days are dress-down days, when staff are allowed to wear casual
clothes.

Charity days provide occasions for themed fancy dress. Ties are not worn often, and all
staff from sales agents to senior managers dress to the same code. Sales agent Nick Upton
can see the benefit of dressing smartly:

“The smart dress code makes for a professional atmosphere and generally people stick to
it,” said Upton.
But it can be difficult for managers to enforce the code at certain times of year.

“On hot days emails are sent round reminding everyone what the code is as standards
slip,” said Upton.

Staff morale is well served by the chance to dress casually every so often, especially
during antisocial working hours.

“I like the fact that you can dress down on Fridays and weekends, it makes it more
relaxed,” said Upton.

Staff uniform

A staff uniform can foster a sense of shared purpose amongst staff. It can give a contact
centre a distinct identity, marking it out as a place where people are proud to work, and
their service is valued.

Centrica’s award-winning British Gas contact centre in Cardiff introduced branded polo
shirts, rugby shirts and fleeces for staff. John Connolly, Service Excellence Manager,
credits the branded clothing as an important part of a turnaround in performance.

“On the journey we’ve been on over the last 3 years, bringing in the dress code was a big
turning point,” said Connolly.

The uniform options were introduced to create a professional atmosphere when the
company moved to a new contact centre 18 months ago. Staff had previously been free to
choose how they dressed without restriction.

Purple polo shirts with the British Gas logo

A change in dress code can sometimes draw groans of complaint from staff who aren’t
keen to adjust their wardrobe choices. At British Gas, an extensive engagement process
took the form of a special offer to staff – buy two company logo-branded polo shirts and
get a third free.

It worked. The 1,200-strong team of advisors bought more than 3,500 shirts during the
first few months. Staff attitudes towards work improved.

“When we started out 3-4 years ago, the media perception of British Gas wasn’t great.
The guys in the contact centre probably felt it was a bit of a dirty secret to work for
British Gas in the centre of town, they probably didn’t want to advertise the fact they
worked here,” said John Connolly.
Employees are now regularly spotted walking around the city centre in their British Gas
clothing, providing a massive brand-recognition boost. As a large provider of jobs in
Cardiff, this reinforces the relationship with the local community.

The effect of the uniform also suggests employees react to their surroundings. Smarten up
the business environment and perhaps the knock-on effect is employees feeling more
motivated to do their jobs to the best of their ability. It has certainly worked for British
Gas. The contact centre has just been named European Call Centre of the Year for the
second year running.

Customers and the general public may not see call centre staff, but potential business
partners will. First impressions matter. Potential partners or investors may be put off by
scruffy staff.

Existing clients may also be impressed by staff, as Nottingham-based Integrated

Communications Services discovered when they introduced a staff uniform. ICS gave
branded polo shirts and fleeces for free, reducing the amount of money staff had to spend
on work clothing. Smart clothing can be expensive. A free uniform can save staff money
and prove a popular alternative to a smart business dress code. The company also found
that staff came to prefer the uniform, as they didn’t have to decide what to wear each day.

British Gas and ICS are examples of how a staff uniform can work for a business. But
some people believe a dress code can restrict employees unnecessarily.

Casual clothing

Contact centre consultant Darryl Beckford believes employers can go wrong by trying to
stipulate certain types of clothes that staff may or may not wear to work.

“Personally, I’m not that keen on dress codes. Often employers say that you must wear a
tie, or that you can’t wear jeans. Yet I can make jeans, jacket and shoes with no tie look
much smarter than an old pair of trousers, worn shirt and polyester tie,” said Beckford.

Employers could simply ask that staff look tidy, whatever type of clothing they choose.
Some call centres find that their best-performing staff dress well regardless of dress code.
Perhaps dress may be a symptom of high performance, rather than a cause.

“I’m not convinced that how people dress actually changes how they feel, but perhaps it’s
better to consider that how they dress displays how they feel,” said Beckford.

Matthew Brown

Following this logic, managers can look at how staff dress to gauge an individual’s
attitude towards their job. If a lot of staff begin to dress smartly over a period of time,
without any dress code or rules, then it’s a good indication their attitude to work has
improved.

So companies like British Gas, Dixons and ICS have used a smartened-up dress code or
uniform to create professionalism or help transform their business. But ultimately, dress
comes down to the individual. Someone will always manage to make a suit look scruffy
or jeans look smart. Whatever dress code a call centre uses, perhaps the most important
thing is to ensure that staff follow it.

Matthew Brown is an up-and-coming writer and the latest addition to the Call Centre
Helper team.

What Should Women Wear to a Call

Center Interview?
by Angela Tague, Demand Media

Dress up a simple outfit with a casual blazer.

Your outfit creates a first impression--even before introducing yourself to a hiring

manager. Since you've finally landed that call center interview, make a statement with
your clothing. Forbes recommends finding an outfit that fits the company culture. At a
call center, expect office wear with a casual touch, but don't dress down too much.
Appear polished and professional, and show a touch of your personality.

Tops
Conservative tops make the best, neutral impression. Avoid sleeveless, low-cut blouses.
Instead opt for a button-down top with long sleeves or a fitted blouse with details such as
decorative stitching or buttons. Choose tops in neutral colors such as tan, white, black,
gray, navy or beige. Although employees in the call center may wear clothing with
vibrant patterns, avoid these during the interviewing process, since they may distract the
interviewer.

Pants or Skirts
Coordinate your top with a pair of dress pants or a knee-length skirt. There's no need to
splurge on a business suit for a call center interview, unless you're vying for an upper-
management position. Keep your look professional by opting for well-tailored pants or a
pencil-style skirt in a neutral tone. For example, pair a white blouse with a pair of navy
pants for a simple, professional look.

Related Reading: How to Dress for a Call Center Interview for Guys

Shoes
Don't wear open-toed shoes. They're simply too casual to flaunt during an interview. In
casual office environments high heels aren't a requirement. Instead, slip into a pair of
flats. Or, try a pair of sophisticated kitten heels. Pick out shoes with a matte finish and
simple embellishments, such as a buckle. Save the strappy sandals or red pumps for the
weekend.

Accessories
Don't forget to show personality. Add a colorful scarf, wear an ornate pair of earrings or
pin on a festive broach. Since call centers are a casual office environment, leave the
expensive jewels at home. There's no need to flash name brands or family heirlooms.
Instead, opt for your Sunday best. A simple gold bangle bracelet, a locket necklace or
understated ring looks polished, yet conservative. Choose one or two accessories to finish
your look.

What Not To Wear - Call Center Dress Code

There is no one right dress code policy for call centers. What’s right
for a particular call center depends upon the nature of the business,
the background of its employees and even the geographic location. While
more and more companies are relaxing dress code policy, many do still
have definite guidelines. The guidelines often are stricter if there are
occasional client or customer visits to the call center – and – there
are quite a few companies who believe that dress code guidelines
increase the overall professionalism and quality of its employees. I
have to agree.

When I managed a small group of call center reps for a start-up web
company, at first we didn’t have a dress code policy. During that
period, most employees including the CEO and president of the company
wore jeans and the chairman even occasionally wore shorts, t-shirt and
sandals. However, as the company grew and the number of employees became
larger and more diversified, the attire that employees wore to work was
becoming an issue. Some of the call center reps would show up in what
looked like pajamas, some in dirty t-shirts, some in raggy sweatsuits
and some were dressed like they had a career “in the oldest profession
in the world” like the singer in this music video.

A number of the other employees (both male and female) didn’t like it
because it made them feel they weren’t working with other professionals
- or - in a professional environment. Much to my surprise, the majority
of the reps in my center actually wanted me to institute a dress code
policy. So I did – with input from the employees. I knew what I wanted
in a dress code policy, but I knew that I would get better buy-in from
the employees if I solicitated their ideas and comments. I was very
impressed at how much thought and consideration they put into helping me
establish the dress code policy. It was still casual, yet sensible, more
professional-looking and it took into account the diversity of our
employees cultural, family and economic backgrounds. Was everybody happy
with it? Of course not, but the majority of reps embraced it.

Most dress code policies include this list of 15 Don’ts.

Why should you give a hoot about your call center’s dress code policy?
Because if you don’t it could be a career killer. Putting aside the
disciplinary action that would most likely be imposed on you, not
dressing appropriately for your job gives management a bad impression of
you. You may just be a call center rep now – but if you want to get
promoted to another position in your call center or another department
in your company, then dress the part now. As much as we might not like
it - Image Does Count.

Dress for Success: A Call Center

Agent’s Fashion Guide
by IBEX Global Philippines on January 23, 2015

You probably have at least one teammate who never runs out of clothes to wear. No
matter how heavy the rain gets, nor how high the temperature in your city runs, there is
always one or more call center agent in your floor who knows how to dress for every
season, and every reason. Sometimes, you even catch yourself wondering, “How does
this top-performing call center co-worker pull off all these trends and still manage to
meet the metrics and juggle all the calls?“
Even though dress codes have been pretty lax the past years due to the nature of
industries that don’t necessarily require a face-to-face negotiation, power dressing for
work is still a vital part in an employee’s overall bearing. Business process outsourcing
work stations, for instance, appreciate and even reward agents who give regard to their
looks and how they keep their performance in the best shape too.

If you’re still clueless or a bit unsure as to how to upgrade your wardrobe for success in
the workspace, here are 2015 fashion finds that you may even have right inside your
closet.

Smarter Casual

The dynamics of the BPO workforce is continually blurring the lines between leisure,
business and even squeezing in fitness. Innovative clothing brands like Uniqlo string
together style and function in their newest collection called “LifeWear.”

Photo from Style.com

Imagine donning a pair of jeans

that is 25% lighter than your
usual pair. This means that
laundry is easier and drying time
is shorter. And of course,
wearing this lightweight pair gives you a more relaxed feel especially when you’re glued
to your seat.

Did you know that current IBEX employees and even aspiring applicants can gain a
ticket to a free shopping spree at Uniqlo and more than 8,000 other stores just by getting
their friends to join the Team IBEX?

White Highlight

Why white? If you’re in need of a look that spells crisp, fresh and still stylish, go for an
all-white ensemble mixed with a dose of black or navy blue.

White makes petite figures look fuller, not to mention, white stands out effortlessly in a
sea of dark colors that usually rules work stations. White is also a dressed down yet
pulled together look. When you’re up for a meeting that calls for diplomacy, wearing
white definitely gives off an air of being open for negotiation and interaction.

Photo from Style.com

For starters, get a sweater that has a quirky yet subtle print. Pair it with a well-fitting
white skinny jeans that you can roll up. To balance the look, grab dark colored canvas
shoes with white rubber soles. Watch out for puddles and food stains though as you don’t
want to come off as a sloppy employee.

Jack and Jill of All Jackets

A trusty jacket is perhaps quintessential in surviving any day or night in any call center
nook. While you and the whole team would forever be happily clad in university jackets,
taking this piece of garment a notch higher, might just bring you closer to a promotion.

Photo from Style.com

Pick a jacket that can be zipped

all the way up and could cover
your neck should you forget
your shawl at home. How about
getting something in any of the
50 shades of grey for this season?

The contrast of a black zipper across a grey sweater tends to make your physique appear
longer and leaner. Also, check the length of your jacket. The shoulders as well as the
length of the sleeves must cut right across these body parts. Jackets generally make you
look heavier, so opt for something that is well-fitting.

Tip: If you really love a jacket, why not buy two of the same kind? That way, you can
take home your used jacket and easily replace it with another a fresh one? If you’re on a
budget, wait for sale season and grab it as soon as it gets a mark down.

Meet and Greet Marsala

Just in case you missed it, marsala is 2015’s color of the year. This might remind you of
the Fighting Maroons or a glass of red wine. The good news is that this color is easy to
wear for both men and women.

If you find yourself in doubt, go for accessories in marsala. Trade your generic beanie or
get a pair of sunglasses in this hue. A marsala-striped shirt definitely livens up your
favorite long-sleeve garb. For the boot-loving bunch, pairing this color with dark denims
or a skirt gives of an exciting twist to an outfit.

Petite And Working It

Monochromatic outfits make petite frames look taller. While skinny jeans are pretty
much here to stay, try wearing faded jeans with a slight flare on the hems. Here are some
petite fashion tips that transcend any fashion week trend:

 Instead of ballerina flats, get the pointed ones.

 Donning a belt also “lengthens” your body.
 Your scarf must be proportion to your frame. If you can’t find the right size, try
heading to the kid’s section of Forever 21, Terranova and H&M.
 High-waist skirts and pants are meant for petite women. These finds make you
look professional and a bit more mature.
 Whenever you can, tuck in your blouse or shirt.

Tip: In between social media time and possible online job-hunting session, get your
Pinterest pulse going. Pin looks you have been aching for so long. And give trendy pieces
a really good try.

Posh Plus

Photo from Photo from Waterjoe.Polyvore.com via Pinterest

Full-figured female agents must shop around for fabrics that are have the right stretch and
support. Here are some tips for plus-sized women to stand out and look polished:

 Curves and chunky heels go together like tea and cupcakes.

 Pair a bright colored top with a dark bottom.
 A-line skirts flatter full hips.
 Go for tops that show your collarbones.
 Your bag must be proportional to your body. This also gives you more luggage
space for a cardigan or a shawl.
 Choose blazers with thin or no lining.
 Altering your clothes make shopping easier, so the next time you find yourself in
a top or bottom that is too loose, think of your trusted seamstress as your fashion
fairy godmother.

Gingham Strikes Back

Photo from Dollydrip.com

Say hello (again) to Gingham.

This graphic pattern that is very,
very familiar is back with
vengeance. From Dorothy’s
dress in Wizard of Oz, the updated look now features form fitting finds in pants, flowy
dresses and figure-hugging pieces.

For the more adventurous fashionista, we dare you to a gingham-on-floral challenge.

Wear a floral print over a gingham and see what the combo gets from your team. The
black and white gingham is perhaps the safest combo to try out.

What’s nicer is that when you’re wearing the gingham gear, you no longer need to get a
neckpiece or a bracelet because it already is a statement on its own. Thus, we don’t
recommend this on first dates and job interviews.

Happy, Hippie High Necklines

Androgyny is eternally sexy and it can be an office winner look, too.

Start with a high neckline, another 2015 fashion trend. Score it with a buttoned up work
shirt in a neutral or perky color. Tuck it in an ankle-length pair of pants highlighting a
belt. Pull of the look with a pair of “boyfriend brogues” in a color that matches your belt.
Should the temperature in your floor plummet, get cozy by wearing a tailored suit or
shrunken jacket.

Navy Is The New Black

We first heard this line in 2013, but today, it’s official. In fashion speak, navy is the new
black.

Whether you’re off to a crucial meeting or on your way to a call center interview, choose
navy over black. This color does not only give off an aura of confidence. All the more,
navy is the color that nails down any BPO recruiter’s non-negotiables when hiring an
agent: simplicity and sophistication. Give your black trousers their much-deserved rest.
Get your cream accents and brown shoes back to your daily grind. With a V-neck on top
of a buttoned down shirt, this one’s a certified calm, collected yet competitive look.

Don’t Sweat the “Suit Up”

This 2015, do yourself a favor. Invest on a suit that (actually) suits you, finally.

Navy is still the winner for the

suit category. And by navy, we
mean head-to-toe navy. If can’t
seem to find a match, ask the store representatives if they offer serious alterations. Your
pants must not wrinkle as you move around. The length of your coat’s sleeve must be a
few inches above your wrist. You must be able to button it without suppressing your
breathing.

Tip: We highly recommend choosing a fabric that does not wear and tear easily. Go for
fabrics that don’t get lint especially when you have pets at home. Make sure that you
store it well too, especially if you rarely use it.

Dress to Impress AND Express

As Kevin Sheridan, senior vice president of an HR company in Chicago, says “Dress

code policies walk a fine line between portraying a professional image to clients and
customers while allowing employees to be comfortable, engaged, and expressive.”

Fashion must up the ante of your function. In any given day, trends will come and go, but
your style both professionally and personally will contribute a lot to your success in the
call center field. As a last reminder, Judah Kurtz, a human resource group consultant in
Chicago, stresses: “You may be memorable, but make sure you are memorable for the
right reasons. Be yourself, but don’t let your appearance or behaviors detract you from
your selling points: your intelligence, accomplishments, strengths and experience.”

Are you one of the top-notch fashion forces in your workstation? Or do you know
someone who comes to work in style and delivers in style too? Team IBEX would love to
hear your own fashion-meets-function stories.

Basic Call Center Job Requirements

 Must be 18 years old. Home call center companies will not hire minors, though a
few office-based ones will.

 Must have a high school diploma. A GED is usually OK. Some companies may
prefer some college.
 Customer service experience. Virtual call centers usually want some experience
in customer service but this can be in retail or a non-phone job.
 Legally able to work in the U.S., Canada or the country in which you are
residing. Home call centers that hire independent contractors may not require
this. But employment call center jobs--both virtual and office-based--usually
require this.

 Good speaking manner. This means good grammar, very little accent and a
pleasant way of dealing with people.
 Ability to pass a criminal background check. - Home call center agents always
must pass a background check (which could also include a credit check too). A
few companies ask candidates to pay for these.
Additional Skills Required for Call Center Agents

These may be required by some call center companies, or they may simply
be preferred. Keep in mind that the more narrow the requirements for the
job the more it likely pays. See more on call center pay.
 Previous call center experience
 Sales experience
 Computer skills such as an understanding of Microsoft Office, email and chat
technologies
 Word processing at a certain WPM

 Bilingual skills
 Good math and writing skills
 Specialized skills, training or licensing (nursing, insurance, IT, etc.)
 Knowledge or experience in the company’s industry
 Some college or a college degree

Many of the skill sets required of phone agents are the same skill sets
required of agents in a multichannel environment; the expectations have
just been raised to a higher level. These skill sets should include:

 Excellent oral and written communication and interpersonal skills.

 Professional and courteous demeanor and ability to collaborate with a team.
 Excellent problem-resolution skills and ability to multi-task in a fast-paced, high-
volume environment.
 Strong system skills and ability to learn, retain and apply large amounts of
product, procedure, policy and system information.
 Ability to meet established productivity, effectiveness, training, sales (if
applicable) and quality goals, and accept and incorporate feedback.
 Ability to work in a highly structured environment -- take scheduled lunches and
breaks.
 Flexibility in responding to change or business needs.
 Ability to accommodate non-traditional work schedules.
 Excellent attendance and punctuality.
 Ability to work independently and learn on the fly.