Culture. I think the word could hang down on a banner in our offices just like the kind you will find in our high schools today with words like Trust, Responsibility, Character…those have always been slightly annoying. What do words like Trust, Responsibility and Character really mean? And do they mean the same for you and me? Are they operationally defined? Culture seems like the same thing. Just like when companies say, “Our people are our highest value.” How does that play out? What does that look like? Feel like? What are the expectations and consequences around that? Who knows? But it sure sounds good, doesn’t it?
Let’s be clear about Culture and CBE Companies. Culture, which is really our internal brand, is seeing our Purpose, our Core Values, and The 7 Habits of Highly Effective People, all working together day in and day out to meet the goals and premier customer experience our clients, consumers and employees expect.
Are we perfect? Not even close. But we keep getting better all of the time. And that’s our commitment. To value our people, our consumers and our clients like we say we will. That’s what integrity is all about. That’s us.
If you don’t believe me, read on from someone who joined the CBE family from halfway around the world.
CBE’s Monica Mayer and Her Home Away from Home.
Prior to joining CBE, I spent three years of my professional career in Recruitment Marketing in a top IT and outsourcing company in the Philippines. It gave me the purpose that I always wanted. Every day there was a surge of adrenaline as the company continued to grow. We collaborated and learned from diverse and talented colleagues that helped us “raise our game.” We were grounded by our core values, shared business ethics and uncompromising standards for high performance.
I thought I was going to have a major culture shift when I moved to America where I would miss the hospitality and warmth of the Filipinos, who are always positive and full of life.
I was wrong. All my anxiety and “what ifs” while waiting for my work visa disappeared when I started my training in CBE.
I remembered the same feeling that I had during my first day of school when I entered the training room. I was thinking on how I could connect with a group of Americans—I must admit, I was intimated. But there was a light bulb moment during the meet and greet with the Leadership. CBE had the same culture that my previous company lived and breathed – from building the best people, which is critical to building an extraordinary career; creating a warm environment where there is respect for every individual; and allowing us to fail so we can stand up and “raise our game.” Truly, I felt at home.
I never felt different.
All the managers, supervisors and team captains are very thorough in honing us to be the best that we can be, which brings pride to the work that we do. This might sound funny—It still amazes me how every person that I bump into would say, “Hi, how are you?” instead of just saying “Hi!” I appreciate the non-hierarchical culture of the company where I can just approach anyone, ask for input and inquire without asking permission from my superiors. Being a collection specialist is a humbling but character-building experience. I had to learn how to empathize, build rapport and stay positive call-after-call while practicing my negotiation skills. Our team captains and supervisors would coach us in-between calls on how we can better improve our talk-offs. During bad days when I don’t meet the target, I never feel like a failure because they’ve said that it’s a “character building day” and tomorrow will be better. As a new hire, I am awed when I see success on their second voices (this is where they help us negotiate). It makes me want to be as good as them and understand the business further. I look forward to learning from them each day. I only started working in November but it feels like I have known my colleagues for years. The CBE culture makes me feel at home away from home.