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ead a lot of material on the internet over the last couple of days that spoke of the stressful work conditions in a BPO. The ILO reports have actually stirred a hornet's nest, prompting many call center units to sit up and take notice. However, I found nothing that will help the call centers do something about improving the conditions. Being concerned about a problem isn't the way to a solution. Having being closely associated with the BPO service industry for some time, I have noted from close quarters what causes stress and fatigue on the floors. Here's a ready reckoner for the business process outsourcing firms that want to tackle this menace.
To begin with, call center agents must be trained well. Many call centers push the new recruits on to the floor to start work. Time being money [link widoczny dla zalogowanych], they are eager to get the new joinees to step up on the pedal. This is grossly wrong. Badly trained employees cannot be beneficial to the company, nor can they contribute towards its success. When they cannot cope with the work assigned to them [link widoczny dla zalogowanych], the stress builds up. And that is certainly not because they are incapable of doing a task. It's because the BPO firm was not patient with their training. A simple way out is to let them bake in the training room.
When they take the floor, allow them to pick things up before you expect results from them. Again, training and actual execution of call center services is not the same thing. It requires some understanding and you may find some BPO agents doing it right while some are lagging behind. Encourage those in the later slot instead of drawing unfair comparisons. Healthy competition among the telemarketing agents will benefit your company. However, if you are planning to motivate by comparing their work with that of their peers, it's a bad idea. The comparisons will breed contempt in the [url=/answering-service.html]answering service[/url] floor and serve no purpose.
Recreation is necessary for call center agents, as it is for any professional working under high-octane conditions. The BPO firm should make room for recreational activities. You can place a TV in the cafeteria for the BPO service agents to enjoy themselves when they take comfort breaks. Have indoor games like table tennis installed in the halls. Insist that the telemarketing agents take their designated leaves to come back fresh and active. Arrange your workforce in a way that makes allowances for employees to take leaves without blocking the flow of work. A few little steps in the managerial process will go a long way in benefiting not just the business process outsourcing agents [link widoczny dla zalogowanych], but also the unit.
Finally, make provisions for incentives and perks. Call centers had curtailed those when the recession hit town. Bring them back on. Motivation has a lot to do with being rewarded for a job well done. Have a transparent evaluation process in place and make those special call center agents feel so. This will act like a wake-up call for the others without making them feel slighted or burdened with expectations.