Call center jobs, the untold story
Call centers typically have a bad reputation among employees. The reason for this reputation is based on claims of unfair or unreasonable demands placed on the people working. Consider the simple bathroom break. If an employee is on the telephone, it̢۪s very difficult to find the time to take a bathroom break. Calls continue to come into the phone with a very short between calls. Studies have shown that this break between calls is critical to keeping up employee morale and lowering the rate of burn out. Many call centers however, in the quest for ever more efficient operations, desire the lowest possible breathing time between calls. The result is that employees often feel overworked and pressured by the telephone technology.
It’s not that the telephone can’t be set to a pause between calls but management is to shortsighted to realize the problem. Of course, this same management also suffers from a 30% plus attrition rate where they literally lose over 30 percent of their employees per year.
So the question is how does speeding up the calls and pressuring people to handle an ever increasing number of customers balance the cost of constant training of new employees? If the cost to train new employees and get them competent to do the job is considered, management would re evaluate the need for constant pushing and work harder to lower attrition rates in the call center.
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