Fighting the Negative Perception of the Contact Center Workplace

Why do so many people think contact centers are miserable places to work?

Perhaps that’s the message they get on websites like Quora, that provide a forum for disgruntled employees to vent about high-pressure situations, dictatorial bosses, and annoying customers.

But such grievances are hardly limited to contact centers You’ll find similar horror stories about every type of job, from those working executive positions at top corporations to teenagers handing out burgers through a fast-food drive-thru window.

Today, every complaint is available to a global audience through social media. And that’s not going to change. So there really isn’t any way to change the negative perception of an entire industry. At least not right away.

What you can do is make certain that you’re not contributing to the problem.

How you run your contact center will determine what your employees have to say about working there. Is it a visually appealing placed to work? Is the break room a pleasant place to relax? Are agents supportive of each other and getting the coaching they need from management?

Are agents made to feel valued, with rewards for outstanding work, and with regularly scheduled social events for their families? Many companies allow agents to treat their birthdays as a paid day off. It’s a nice gesture that makes them feel appreciated, and since these days can be planned for, it makes it easier to forecast and schedule around them.

Do your agents have the technology at their disposal to make their jobs easier?

Do managers spend some extra time with new agents in their first week, to help them ease the transition into a new job? Are there opportunities for advancement into the managerial ranks for agents who want to work toward something more?

These are just some of the factors that go into how a place of business is perceived. As we start a new year why not take a moment to think about how your agents view the time they spend at work? The only hope of changing a negative perception of the contact center industry is to do so one contact center at a time.

How have you tried to create a more positive work experience at your contact center? Share your thoughts on our Facebook page