Workforce Management Featured Article
Can Proper Workforce Management Improve Stress Levels?
Stress in the workplace – it’s common for 83 percent of American workers. While it isn’t something exclusive to the contact center environment, it is one known to have more than its fair share. When stress isn’t properly managed in the customer care environment, customer service suffers and attrition is likely to increase. Leaders in this space seek to avoid such consequences with workforce management and a few simple tips.
The Hiring Site recently posted a list of its own recommended tips on how you can create a happier workplace. Let’s borrow from that list and instead examine how it may apply to the contact center environment.
- Employees should do what they love – not every agent sets out in life to work in a contact center, but there are quite a few people who enjoy interacting with others and solving problems. If your employees aren’t doing what they love, they may not be able to lessen their stress. Right-fit your employees to positions they enjoy.
- Workloads out of balance disrupt productivity – the agent who is overworked is likely to have more stress than the one who has a steady flow of calls. Your workforce management platform should provide the tools you need to forecast and schedule accurately so as to avoid this scenario and one where the agent is bored when there isn’t enough to do.
- Ergonomics do make a difference – if your agents spend eight hours on the phone each day and the phone isn’t designed ergonomically, they will start to feel the physical effects. The same is true for their chairs, desks, etc. Take a look at the design of your furniture and make sure it’s right for the job.
- Pay them what they’re worth – it’s true that your human assets are the most expensive cost you have in the operation of your center. It’s also true that workforce management solutions that improve productivity and efficiency can significantly cut costs. Some of this cost savings can work into better pay for your agents.
- Work-life balance – while many employers aim for this standard, it can be difficult to achieve. If you don’t respect the agent’s life outside of the office, it’s likely they don’t feel respected when they’re on the clock. Offer remote work capabilities where applicable and use workforce management solutions to accommodate requested days off and vacation time.
While as the employer, you don’t control all the variables that lead to a stressful environment, but you can do something about a few of them. With the right tools at your disposal, you can easily create an environment that lowers stress and improves overall outcomes.
Edited by Stefania Viscusi