Menu
Proactive Approaches To Avoid Reactive Behavior
Atmospheric Pressure
A Lesson I’ve Learned As A Coach
I wear many hats at Power Selling Pros. One of the hats that I love to wear is my Coaching Hat. Connecting with the clients that I search is genuinely one of the most enjoyable elements of this job. While introducing myself to new clients, I ensure to take the time to give them the spotlight as well. I’ll ask questions about their previous work experience, hobbies, and even what their version of a perfect vacation would look like.
One question I ask is this: What is your favorite part of your job?
My CSR’s often tell me they like working with people or helping customers over the phone is gratifying. However, by far the answer that I hear the most is: I love the atmosphere.
What experience has taught me is that CSR’s (or all employees, for that matter) place a significant amount of value on their work environment. I mean, it makes sense. Many of us spend more time at work than we do in our own homes; of course we would want it to be approachable, pleasant, and dare I say it – even enjoyable.
The whole team contributes to the overall atmosphere of a call center. Everyone is a part of “setting the mood,” so to speak. Those in a leadership role will have even greater influence. As a leader, others look up to you. You are often the person who sets the pace and expectations. On the abstract side, the leader is often the most contagious person in regard to how an office “feels.”
We’ve recently been discussing the topic of burnout, arguing that it’s more likely during the busiest months of the year (June through September for home services in the Northern Hemisphere). How can you use your leadership skills to your advantage in addressing burnout? How can your management impact the wellbeing of your team? What kind of atmosphere do you set for your CSR’s?
Burnout Prevention For CSR’s
“Prevention is better than the cure”
– Desiderius Erasmus
Let’s talk about this quote (it’s one of my favorites). What this means is that if you have the ability to foresee or prevent a problem from occurring…then you have no problem! What foresight can a manager use to prevent the detrimental damage caused by team burnout?
We must first acknowledge that our teams are working even harder during our busy season.
Here are some key management tools to utilize for your to support your call center:
(P.S. Yes, we’re definitely emphasizing the busy season here, but these steps can be helpful at any time during the year to continually contribute to a healthy work environment.)
Adequate Staffing: Ensure you have a sufficient number of CSR’s to handle the increased workload. Consider hiring temporary or seasonal staff to support your existing team during the busy season.
Workload Distribution: Implement a fair and balanced distribution of workload among your CSR’s. Monitor call volumes and reassign tasks or adjust schedules accordingly to avoid excessive stress on specific individuals.
Clear Communication: Maintain open lines of communication with your CSR’s. Encourage them to voice their concerns or share any difficulties they may be facing. Regular team meetings or one-on-one sessions can provide an opportunity for feedback and problem-solving. Remember – not all employees feel comfortable reaching out to their higher-ups for fear of being chastised or appearing “weak” at their job; allow yourself to be easily accessible when your team needs support from their leader.
Empowerment and Autonomy: Foster a sense of empowerment and autonomy among your team by involving them in decision-making processes and giving them ownership over their work. Encourage them to take initiative, make suggestions, and contribute ideas to improve work processes and overall efficiency.
Goal Setting: Collaboratively set clear and realistic goals with employees, taking their input and capacity into account. Break down tasks into manageable milestones, and regularly assess and adjust to maintain a healthy balance and prevent excessive stress.
Training and Support: Provide comprehensive training to equip your CSR’s with the necessary skills to handle challenging customer interactions. Offer ongoing support, such as mentoring or coaching, to help them navigate high-pressure situations effectively.
Recognition and Rewards: Acknowledge the hard work and achievements of your CSR’s. Recognize their contributions through verbal praise, incentives, or performance-based rewards. Feeling valued and appreciated boosts morale and helps prevent burnout. Reward often has a much more profound effect than punishment.
Burnout Prevention For Technicians
Strategies To Prevent Exhaustion
Your CSR’s are not the only ones who may have an increased workload during the summer months. Technicians who perform on-site repairs may also face significant challenges during the busy season. We can share a little TLC with the tech-team as well. Here are some strategies to consider to prevent exhausting your team out in the field:
Schedule Optimization: Optimize technician schedules to minimize excessive workload and maximize efficiency. Avoid overbooking or unrealistic time constraints that can lead to stress and exhaustion.
Training and Equipment: Provide thorough training and ensure technicians have access to the necessary tools and equipment. Adequate training and resources enable technicians to complete their tasks efficiently, reducing frustration and increasing customer satisfaction by working with a knowledgeable professional.
Regular Check-Ins: Conduct regular check-ins with technicians to assess their well-being, address any concerns they may have, and provide additional support if needed.
Recognition and Reward (again): This is important enough to be listed twice! Your technicians will feel valued by your words and actions to acknowledge their hard work. Never underestimate the power of a simple and sincere “thank you.”
