Written by Cherry
Tuesday, 15 September 2009
The call center industry had benefited the economy but still there are hitches at the back of it. Mostly, compared to other industries in the Philippines, the
call center industry has advanced revenue rates with its 24/7 operations. The demand for the kind of talent the call center industry needs to boom the
business is a problem. To be able to scrutinize the factors that affect the well-being and retention of call center workers in the Philippines, the Institute of
Philippine Culture and the Ateneo Center for Organization Research and Development performed a study. The 940 call center agents which represent 10
call centers had participated in the research. The study showed that 1 of 2 call center representatives is planning to leave the office in a year.
The proceeds goal is related to age, occupation dedication, burn out, pleasure with pay, superior, job responsibilities, concrete organization, and
promotions. The following are some suggestions on how organizations can provide better care to maintain their workers:
Guarantee Effective Rewards Management. Call centers should evaluate the rewards that are not only aggressive but also significant to the wants of their
employees. Rewards must be well communicated and managed.
Give Fun Atmosphere and Programs for the Welfare of the Employees. Since call center workforce are normally very young, organizations must create a
cool and helpful work atmosphere to help lessen the stress in a tedious work. Several call center business offer massages, stress management training
conducted by counselors, stress debriefing and family activities for their customer service representatives (CSRs).
Find the Right Fit. To ensure the wellbeing of call center workers, the person must be fit in the job. Traditionally, call centers have knocked young workers
and new graduates. This group is usually itinerant and restless.
Discover New Job Designs. The job responsibilities interpret the turnover. In order to motivate CSRs, call centers need to look at CSR must improve the
design of work which includes greater variety of opportunities to move into different accounts and use different skills and reviewing discretion levels.
Make certain of the continuous Growth. Call center industry can have career development programs which will provide info. regarding their career paths
and chances in the organization. The need for effective and well-communicated policies on promotion is also necessary to prevent view of favoritism and
politics in promotions.
Guarantee quality leadership. Call centers must ensure that their leaders are capable to supervise subordinates and teams successfully. It is unusual to
witness very young and inexperienced agents who are promoted as team leaders