The Key to Quality Outsourcing Services: Happy and Healthy Employees

On March 28, 2012, in Outsourcing, by Business Development Group
 Philippine call centers that are sensitive to the importance of maintaining a favorable working environment are taking measures in helping employees deal with stress.

Philippine call centers that are sensitive to the importance of maintaining a favorable working environment are taking measures in helping employees deal with stress.

Stress has long been regarded as a major threat to call centers and other outsourcing service providers in the Philippines. Call center jobs, in particular, are strongly associated with high levels of work-related stress— from dealing with irate callers to being in a high-pressure work environment driven by performance targets and various other metrics to be met daily.

As a result, employees are more likely to use sick time, have low morale and experience interpersonal conflict on the job, and this stress leads to decreased productivity and even workplace bullying and violence. In worst cases, workers leave their jobs despite the high salary it offers.

Philippine call centers that are sensitive to the importance of maintaining a favorable working environment are taking measures in helping employees deal with stress.

Communication

Open communication between employees and management can create a sense of justice and fairness. Employees will feel empowered and valued, that they have people to turn to for their concerns.

Read related article: How to Successfully Transition to Outsourcing

Motivation

Organizing a sound awards program and giving credit where it is due goes a long way into motivating employees to do better. Showing appreciation to employees’ achievements promotes loyalty to the company.

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Growth

Considering employees’ desires for personal and career growth will show employees that their company cares for their well-being. Workshops, seminars, and easily accessible information on career paths and competency requirements will aid employees in setting goals for their career.

Read related article: Call Center as a Marketing Channel

Support

The management plays a great role in supporting employees. Motivating and empowering employees— rather than attempting to control them— contributes a great deal in promoting a favorable culture in the company.

A healthy employee retention program is one of the differentiators of Philippine BPO companies and other outsourcing service providers. By prioritizing employee retention through a proactive approach in dealing with work-related stress, companies ensure the loyalty of their top talented people. In turn, work performance is enhanced and quality outsourcing services are ensured.

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3 Responses to “The Key to Quality Outsourcing Services: Happy and Healthy Employees”

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  3. iamveronica says:

    Superb writing! Working in a call center is highly challenging and demanding. Thanks to AICOM Solutions, I'm doing really great!!

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