“Wish we could turn back time, to the good old days, when our momma sang us to sleep but now we’re stressed out.”
– Twenty One Pilots
Yes, this isn’t a quote, it’s a part of a song by the American musical duo Twenty One Pilots but isn’t it just so relevant to our generation that is lost and stressed, trying to make ends meet? ‘Stressed Out’ is actually an anthem for us millennials who are stuck in our jobs, lost in nostalgia, and absolutely clueless about where life is taking us.
Whether you are working in an outsourced call centre or are chasing your dreams in a career that evokes your passion, you are one amongst the 42 percent of the world population, the millennials; a generation that witnessed rebel and development, a generation that raised its voice amongst discrimination, and a generation that fought for change.
However, have you ever wondered how did we turn into a generation of the most stressed young adults that ever inhabited the world? Let me tell you how, as social media evolved and telecommunication connected us better than ever, we started comparing our lives with the images and posts that mostly are fake and created to attract attention by some wannabes.
Apart from this, work stress took a toll over our lives without us being minutely aware of how our life at the workplace is affecting our mental health. Today, a major chunk of the population is struggling with workplace stress; trying to cope with the pressure of deadlines and hostile work environment. The statistics are staggering and it’s high time that businesses work towards maintaining a pressure-free work environment.
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Without any doubt, call centres offer great career opportunities to youngsters and experienced individuals. In fact, in countries like India and Philippines outsourced call centre industry is the employment generator, feeding billions of families across the globe.
However, it is all the stress factory of employees who work like robots without many breaks and recreational activities. Unlike most workplaces, working in a call centre is all about adhering to strict schedules and diligently meeting the deadlines.
The agents handle one of the most critical processes that can make or break a business. They are the face of organizations and represent the core values. So, when they cannot perform up to the expectations of the customers, businesses can lose both reputation and customers.
A business with dependable customer support is bound to succeed and one without it is doomed for sure. In any case, the mental health of the employees is essential irrespective of how busy the schedule is and how crucial the process is.
Let’s take a look at a few positive amendments that outsourced call centres can make to make the work culture less stressful and agents more productive.
Team Building Activities
Firstly, it is crucial that the teammates in call centres work in a collaborative manner and have a good rapport with each other. Good professional relationships can immensely contribute to the success of a team as well as a call centre.
This is the reason why businesses in the call centre industry need to plan activities that can help teammates interact apart from their respective professional prospects. Such interactions can raise the team spirit and motivate the agents to be more productive.
Events & Gatherings
A lot of outsourced call centres organize events and parties to entertain and de-stress their employees. Such events often become a ground to connect for agents, team leads, managers as well as the upper management.
Organizing these gatherings can be a great way to make employees realize that they hold a lot of importance to the organization and their service is highly valued.
Rewards & Recognition
By appreciating the efforts and hard work of top achievers, outsourced call centres cannot only motivate them to continue their toil but also inspire their teammates. When the teammates will see each other being rewarded and recognized, they will put in more efforts to excel.
Apart from this, these rewards should be transparent and non-biased. The call centres should assess the performance and behaviour of the employees without any partiality and reward them for the same without any discrimination.
These are just a few of the ways that call centres can deploy to improve their work environment but by following them they can immensely help their agents to de-stress and work more efficiently.