Call centres are constantly progressing
when it comes to employee welfare, however, surviving in the call centre
environment can be quite challenging for some. Graduates who are newbie to the
field takes time to adjust with the call centre ambiance and some often quit
amidst of the effort and struggle. This is precisely where the sheer
significance of call centre employee wellbeing comes into the frame.
Proper
infrastructure
One of the foremost concerns that need
to be taken into account when it comes to call centre employee wellbeing is
appropriate infrastructure. It is imperative to understand that a substantial
amount of employees work in a call centre and spends maximum hours of the day
in the same place. Therefore, the management group need to focus on if the
employees are provided with proper lighting, adequate ventilation, proper equipment
to with and more. This is very important for creating a good and healthy work
ambiance for employees.
Availability
of health care facilities
As per Creaghan Harry, health
care facilities are another significant aspect that needs to be available to
the employees around the clock. Call centre workers are often assigned night
shifts which demand the sheer need of proper health care and first aid
facilities.
Proper
interaction with functional level employees
The next important thing is to run
integrated communication with all levels of employees. This is exactly where
the important role of the management team comes into the picture. A healthy
communication with the employees and taking frequent feedbacks from they will help
the company understand the crucial needs and demands of employees.
Facilitating
transport and safety
The above mentioned statement is even
more applicable to BPO companies possessing female employees. Women often work
in night shifts at call centres and it is important that the company either
provides transport facilities for late night female workers or sets a safe time
to end the shift so that they can avail public transport without any hassle. Focusing
on employee wellbeing will not only benefit employees but indirectly act as an
advantage to the organisation itself and here’s how.
Employee
retention – As
stated by Creaghan Harry,
understanding and dealing with the detailed needs and requirements of the
employees will help the organisation retain more employees. A little effort and
organizational approach from the management team can work wonder when it comes
to employee retention.
Company
reputation – A lot of employee wellbeing also
makes sense when it comes to the reputation management of the company. Most of
the employees spread the name of the company they working via word of mouth.
Making them working a great experience for them will help you attract quality
employees from dynamic sources.
Seeking utmost productivityfrom
employees shall also be no rocket science when a BPO or call centre
organisation simply focuses on the above mentioned criterions. It is literally
believed and proven that providing a healthy working environment and improving
employee wellbeing can provide the organisation with the best outcomes.
However, the sheer involvement of a smart employee wellbeing strategy or plan
is necessary to align with company criterions as well.
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