Archive for April, 2010

Work-Life Balance – 4 Steps to Keep Your Personnel Motivated, Reduce Absenteeism and Costs

work life balanceWhen an employer says “flexible working” and “work-life balance,” they can mean something different from the employee’s definition.

The employer, naturally, wants to ensure staff availability at right times to meet customer demand, while the employee wants the freedom to pursue outside interests, and to schedule work around these activities.

In the call center industry, in which working mothers are the largest employee group, nearly seven out of ten agents prefer to work flexible hours. GMT has produced a white paper on this tricky balancing act for employee and employer, outlining the major benefits of call center workforce management.

Save on recruitment costs: Just as it is more expensive to win over new customers than to retain existing ones, it is good business to retain the people you have invested time, money and training in. Recruitment is expensive, and research shows that staff turnover is significantly lower in those organizations that have four or more work-life balance initiatives or flexible working practices.

Reduce absenteeism: In a recent survey, a public sector organization established that more than 50 percent of its staff work life balance freedom reduce absenteesismadmitted to using sick leave as a means of managing family commitments, resulting in an overall attendance rate of 87 percent. When improved flexible working options were introduced, attendance rose to over 96 percent.

Motivate staff: Employees who can designate the times they would like to work, their less-preferred times, times when they are not available, and so on, are likely to be more productive, have higher attendance rates and less likely to seek a new job.

Improve customer service: More productive, happier employees also mean better customer service. Having the right people, with the right skills, in the right place at the right time improves operational efficiency and performance.

Outcomes of Working at Call Center

The rise of call centers have marked a significant improvements in not only the economy of the countries which are major outsourcing hubs but also evolved the life style and social standards of people there working as call center employees. The Business Process Outsourcing industry has evolved the every aspect attached to it. In this article, we will understand the pros and cons of call centers and call center services on social life of its workers.

working benefits of call centerAdvantages:

a)     Hefty Pay: Call center jobs are lucrative. They pay you in five figures even if you are a fresher. All you need is good command over written and spoken English and excellent communication skills. The weighty appraisals attract lots of technology people to the outsourcing arena.

b)    Bonuses and Promotions: Working in call centers can take you to places. Call center believe in gleaning knowledge and technology based insights. So, to keep themselves in accordance with market, they send their employees to various countries for knowledge sharing. You ride to promotion ladder real quick because all the review based on the performance and the quality of work. The better the work, the heftier the salary and the higher the chance of promotion. In case of breakthrough in a project, call center reward employees with sales commission as well.

c)     Benefits: Besides the monetary gains, call center management insure every employee for his medical reimbursements. PF and other coverage of expenses such as free meals and transportation.

The Not-So-Advantages

Working in call centers can be hectic and against to the normal body clock. disadvantages and detriment of working at call center

The work processes of call centers are on 24/7 basis. So, you have to adjust according to it. Working in nights can affect your family or personal life adversely. Also, dealing with different customers of different temperaments can be very stressful and challenging.

The Take of Call Centers on Above Situation

To tackle this situation well, call centers should arrange motivational campaigns regularly to help their employees deal with stress easily. They should try to provide work and play atmosphere to boost the positive attitude of workers.

Guidelines for Prospective Call Center Employees

They should test their waters before falling into the lure of good packages. Call center employees should have patience and focus as their inherent qualities.

How to Make Call Center Atmosphere Positive to Motivate Your Agents for Good Results

Call Center AtmosphereThe atmosphere of call centers is directly proportionate to the productivity level of employees. Ignore this, and you can see the falling of your enterprise in front of your eyes. To keep the levels of adrenaline levels high and morale boosting, motivating your call center agents is mandatory.

The high level of positivity and motivation in call center environment can bring an increase in productivity levels and customer focus. The agents work vigorously in more satisfied working ambiance because that means more happy workers which eventually lead to efficient working and results. The circle of work gets more streamlined and focused.

So, to increase the motivational level across the processes of your call centers and immune your organization against headaches of call centers such as attrition and retention, following steps are recommended:

1) Understanding the reasons: As a manager, try to delve deeper into the problem. Being a supervisor in a contact center is not a sea side walk or bed of roses. Managing an assortment of various talents, different IQs and behaviors is tough. For instance, some of your agents can be overwhelmingly happy upon receiving compliments from clients and all teary eyes after some words with a harsh client. You cannot decide who would be your next caller but you can be an attentive and encouraging boss.

2) Understanding the nature: Everyone has different capabilities, different nature and potentials. Understanding the core strength of your team can be of great help for your company.Motivated Atmosphere

3) Boosting Bonuses: Some kind of incentives on the basis of weekly or monthly performance can done wonder for your organization. This scheme can help you to induce the feeling of healthy competition among the team members. You can also give bonuses to members who work beyond the office hours without complaining.

4) Recognizing and Appreciation: Try to be in touch with your call centre team employees and develop bond with them. Talking to them nicely or a small ‘hello’ with their names can bring miraculous results for you. Generate a positive feedback for your team or occasionally drop some words of appreciation in their mailbox, results would surely come in.
Good ProductivityIn conclusion, motivating agents is the only way with you can bring results and money on board. The above mentioned points won’t cost you penny but will sure guarantee maximized ROI not only for you but your clients as well.