I’d just like to share some camwhoring during our Operations Meeting. It was supposed to be a meeting but it turned to be a Party-Eating-Meeting.
Look how rowdy the Managers and Supervisors are.
Lol-ing.
Photos courtesy of myself (since Supe Debbie didn’t really care to wait for me. lol. Peace. 
). Also, let me say sorry for the photos’ quality.
These were taken during our account’s weekly shindig.
Beejing here again talking about life in a Call Center based on worthless experiences. Oh well, this entry I’ll be talking about *ahem* morale or better yet “Job Satisfaction.”
Who says handling a team is easy? Well, keeping our direct reports satisfied with their jobs is as important as shortening an agent’s learning curve. As call centers sprout like mushrooms overnight a company should be willing enough to go through troubles in making sure their current pool of agents are happy.
Opportunities from other call center businesses continue to open up all around the world. Now, as our agents get fed up and tired of being UNDER-PAID, UNAPPRECIATED, and OVERWORKED, they’re likely to tender their resignations and move to other opportunities elsewhere. It is difficult to fill the pool of agents because potential employees are getting scarce by the minute. Also, one detrimental effect of loosing agents/employees are felt directly by the agents who’ve been left behind - their morale.
Call center work is very challenging. I admit that. I’ve been there - I am here as a matter of fact. So as Supervisors or Managers it is right to give our frontliners, the agents, the treatment they need. After all, a call center is not a call center without them.
Hmmm….Get A Life!
Performance Management
Comic courtesy: callcentercomics.com
When an agent shows his performance consistently over a period of time and of course shows leadership ability, he’ll eventually get promoted to a Call Center Supervisor or a Team Lead BUT this is not always a guaranteed Career Path. However this describe how many Supervisors moved up the corporate ladder to their current positions. *sigh*
Once an agent moves from being mere call center agent to being a source of support then it is up to the higher management to ensure a smooth transition is made through training. Oh well, skills required to a be good *ahem* great supervisor is entirely different than those being a great agent. The question is “How long should the management wait for the newly promoted supervisor be held the same yardsticks as all other supervisors?” The answer - I don’t know! LOL. Seriously, it would depend on many factors, it could be weeks or even months! Again, it all depends on the Higher Management.
Oh well, if Supervisors require training in order to build value to their team, then such training should be made accessible. . However, not all great agents will become greaat supervisors without the proper training and support.
“To allow supervisors to fumble through their duties without any corrective action is detrimental to the morale and performance levels of the agents under them. Yet, some call center managers may consider this situation as good enough, as long as some basic things get done. In reality, the situation is not good enough because every bad supervisor is an example of what is acceptable to the company.” - callcentercomics.com
Unless supervisors are transformed into competent superiors their teams wouldn’t have much of a chance to reach their full potential.
Oh well, these are just my thoughts…Hehe!
Conscience: Have you ever been in a situation, say at work, where a voice was saying “You deserve better than this.”?
Beejing: Yeah, I have been. A lot of times.
Conscience: Have you been promised at something so seriously?
Beejing: Yes. In fact, I was left in rubble when it vanished into thin air.
Conscience: Have you been treated as inferior?
Beejing: Yes.
Conscience: Are you fed up?
Beejing: I couldn’t say that I am. I’m not sure though.
Motivation: Intrinsic and Extrinsic
Booboo. When you’re working in a callcenter an important factor to help drive a center’s success is motivation. When we say motivation, it could either be intrinsic or extrinsic.
Intrinsically motivated persons are those who are eager to succeed, enthusiastic, and drive their own motivation to the job where as Extrinsically motivated persons are those who have less enthusiasm towards work - they’re the one who needs more push in order to perform.
Which one are you?
I’m lovin’ this cartoon…
LOL-ing @ work.
Cartoon courtesy: callcentercomics.com
