Call centres - Same headset - new mindset
Call centres have become a byword for grinding work and low pay; but breaking the battery-farm mould can pay huge dividends in morale - and in customer service, writes Sean Fox-Charlesworth
The contact-centre industry is known for its staff retention difficulties.
Recent Health and Safety Executive research revealed that working in call centres is more stressful than any other job and that staff wellbeing is very low. Add to this their reputation for being like battery farms - cramped offices where the 'hens' are squeezed together to perform just one duty, with no thought for their feelings or comfort - and it's no wonder the industry has struggled to find and keep employees.
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