Maintaining a Safe Environment for all Contact Center Agents
The headlines have been everywhere lately – celebrities, Hollywood producers and politicians accused of sexual harassment. But such unacceptable conduct is hardly limited to movie studios and government offices. In any professional situation there can be instances where those with power and position will use it to make inappropriate demands on employees and those seeking employment. That includes contact centers. When is the last time you reviewed your company’s policy on how to deal with such incidents? Doing so will likely be on the New Year’s resolution lists of many companies. Here are some tips for how to get started.
The fact that there are varying degrees and different definitions of what constitutes sexual harassment should not prevent your company from drafting guidelines on how you expect your employees to act at the office. Research the policies of the U.S. Department of State and other institutions to establish an appropriate basis on which to build. Guidelines should not simply be a list of “don’t”s, but also specify what will happen to those who violate company policy, as well as establishing a safe way for employees to report concerns. An anti-harassment workshop is one way to get everyone on the same page. Once the policy is in place, make sure it is posted in the office, and is part of every training session for new hires.
A policy is only words on a page unless it is put into action. If an employee makes an accusation, it must be investigated immediately.
Put Office Romances in Writing
This one might seem awkward at first, especially considering how many people meet their significant others at work. Companies could simply forbid relationships between employees, but a better way to address couples that choose to date is by requesting that both parties sign a document stipulating that their relationship is consensual, and that both have read and understand company policy regarding sexual harassment. Yes, it’s the exact opposite of romantic, but in these contentious times it is best to take every measure to avoid issues later on. How has your company addressed this issue? Tell us about it on our Facebook page
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is