Relationships at work are incredibly important. Humans crave social contact and connection with other people. Unfortunately, for many contact centre employees, work can be a lonely place where the pressure of meeting SLAs, call handling KPIs and adherence targets make being social almost impossible. Add traditional “ You’re here to work not make friends” management and you have a toxic mix of stress, disengagement and disconnection that is guaranteed to increase your absenteeism and staff turnover levels.
The crazy thing about all of this, is that those same SLAs and KPIs, believed to be key drivers for higher levels of profitability and success are actually costing companies in terms of replacing burnt out agents, reputation and customer loyalty. For quick, inexpensive tips to tackle these and other workforce related issues plaguing contact centres, subscribe to our YouTube Channel and watch the latest extract from our “Using Neuroscience to tackle workforce issues in contact centres webinar series… https://youtu.be/Axl4tESuuGk
Full-time employees spend a majority of their time at the office, another reason why work relationships are so important. Science shows the levels of Relatedness (the R in SCARF) are linked to stress levels, productivity and general feelings of happiness, which of course is linked to Absenteeism and Employee Loyalty, two of the most expensive issues hampering contact centres.
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