Dress Code for the BPO Industry
Posted in Interview Attire
In my few years as part of the work force, I have had my fair share of job hunting's and going to interviews in various industries. During interviews, I have witnessed the striking difference in dress codes in, let's say, banks and other corporate businesses and BPOs or Business Process Outsourcing.
Difference in Dressing
Less than a year ago, I was part of a big company. Naturally, the dress code is strictly business. But we were (and I was very happy that we had think this) allowed to wear casual on Fridays. The term "casual Fridays", where everyone will be in business casual - slacks and polo-shirt, jeans and collared shirts. Closed-flats or open-toe heels, loafers or presentable rubber shoes.
After my stint in the corporate industry, I went job hunting again. I submitted my CV to various industries where I feel, my degree in Communications will be utilized and honed, including media and of course BPOs. I attended interviews for a couple of call centers. I noticed that some of the interviewees were wearing jeans and t-shirts.
My initial thought was "Should've known that's allowed, then I wouldn't be sweating in my long-sleeved blouse, slacks and heels", followed immediately by "Woah..,they allow applicants to come in jeans for interviews? Hmm...that's fairly... Comfy". And so, one question came to mind: Do dress codes make a difference in the quality of service of BPOs? I found an article regarding this issue. According to the article, there are some factors to consider before we can come up with a verdict.
Factors to consider
Brand Image that is represented
If let's say, the company is an international conglomerate, a financial services firm or the like, they might not want their agents or CSRs wearing slippers or cargo shorts. On the other hand, the aforementioned attire might work for, say, a tavel company. According to the article, there is a subtle, but real connection the agents/CSRs make between their work attire and the brand they represent.
Is there a connection between dress and behavior? The writer of the article tells the story of a QA who switched from wearing corporate to casual clothes. Before she switched clothes, the QA never used profane or inappropriate language. The month the CSRs were allowed to wear casually, casual conversations were being heard which included street language that are inappropriate for business conversations.
While the company did not choose to return to corporate dress code, they did have to be stricter about the dress code and the QA reigns to get professionalism back on course. "Does this mean it's impossible for CSRs who dress casually to be "corporate" on the phone? No, they can do it - but it'll probably be a tougher road to hoe on the old QA sojourn."*
On-going policy management
The writer of the article also shares this story of some of managers of the company where he works. The managers were expressing their desire to go casual, but admitted that managing "casual days" required a frustrating amount of energy.
Some of the CSRs would show up for work wearing casual that is, well, too casual. So casual that it became a distraction for everyone at work - e.g. showing too much skin. Of course the managers would have to address these issues, even send CSRs home to change, " have long internal discussions about what was appropriate and then communicate this to the front-line (you can imagine the time spent in numerous meetings to accomplish this).
I remember one call center I used to visit that contained big posters with pictures cut out of catalogs and magazines to show CSRs what was appropriate and inappropriate. Is this good or bad? All I'm saying is that call centers who have a corporate or strict business-casual policy don't seem to have as many of these distracting issues. "Have long internal discussions about what was appropriate and then communicate this to the front-line (you can imagine the time spent in numerous meetings to accomplish this).
I remember one call center I used to visit that contained big posters with pictures cut out of catalogs and magazines to show CSRs what was appropriate and inappropriate. Is this good or bad? All I'm saying is that call centers who have a corporate or strict business-casual policy don't seem to have as many of these distracting issues."*
Bottomline, what work for one call center or BPO, may not work for another. "What works for the Party-Time Cruise Line call center probably won't be the same as what works for the First International Finance Bank call center."
