Low Morale Costs

Disengaged agents can impact customer satisfaction, operations, and revenues. Boost employee morale today with engagement strategies!

Contact centers handle a huge volume of customer interactions daily. This constant demand can affect workers’ morale and engagement levels. Think about it—do any of them seem bored or lacking enthusiasm lately? This could be a sign of disengaged workers.

Disengaged workers can severely impact customer satisfaction and the overall efficiency and atmosphere of your contact center operations. Employee disengagement is also a hidden drain, negatively affecting customer retention, brand reputation, and your bottom line. But don’t worry—there are ways to re-energize and motivate your team.

The Causes of Employee Disengagement

Before improving employee morale, it’s important to determine the causes. Here are some of them.

1. High workload and pressure.

Agents often handle high call volumes, tight deadlines, and recurring tasks. The emotional toll of dealing with angry customers makes it easy to identify what negatively affects morale in contact centers. The majority of contact center agents report feeling disengaged due to the sheer number of customers they deal with daily.

2. Poor work-life balance.

An inflexible schedule, long hours, or unpredictable call volume can lead to stress and burnout. This makes it difficult to maintain a healthy work-life balance, further affecting employee morale and commitment. Agents need time for their personal lives to be happy and productive at work.

3. Lack of recognition and opportunities for professional development.

Feeling undervalued can quickly drain motivation. When agents feel their hard work goes unnoticed or unappreciated, they become less invested in their roles. This can happen if there are limited opportunities for raises, promotions, bonuses, or career advancement.

4. Insufficient resources and training.

Agents need the right tools and knowledge to handle customer interactions effectively. If agents don’t have the proper training or tools to do their jobs effectively, they can feel frustrated and underprepared. This can lead to a decline in confidence and problem-solving abilities. Ultimately, this causes longer call times, affecting customer satisfaction and employee morale.

5. Job security issues.

Job insecurity is a two-edged sword for disengaged agents. Feeling like their position is at risk can heighten anxiety and decrease motivation. For instance, an agent worried about layoffs might prioritize short-term metrics (like call volume) over customer satisfaction.

They might rush calls, fearing they appear replaceable. This leads to frustrated customers and reinforces feelings of being dispensable. It also creates a negative cycle of low morale, performance issues, and bad customer experience.

The Hidden Costs of Disengaged Agents: How Low Morale Impacts Your Contact Center

While low employee morale might seem like an internal issue, disengaged customer service agents are a hidden threat to your contact center’s success. Here’s how it can negatively impact your entire business:

1. Reduced Customer Satisfaction

It’s not uncommon to come across a rude, disrespectful, or disengaged salesperson or call center agent. However, this negative attitude directly impacts customer satisfaction. An agent’s perceived pleasantness or lack thereof affects a customer’s experience.

Disengaged agents also lack the motivation to go the extra mile, which can lead to frustrated customers and lost business. For instance, if a customer calls about a late internet bill, a disengaged agent might just offer basic answers without investigating further. This leaves the customer feeling unheard and frustrated, potentially leading them to switch to a competitor.

A study revealed that 80 percent of customers switched brands due to poor customer experience. 43 percent of respondents said they were somewhat likely to switch brands even after only a single negative customer service interaction.¹ With disengaged agents providing subpar service, your company risks losing loyal customers to your competition.

2. Increased Customer Effort

Customer effort is the time and resources it takes for a customer’s needs to be resolved. Disengaged agents often require customers to explain their problems multiple times, navigate complex menus, or wait on hold for extended periods.

This can be incredibly frustrating for customers, causing them to abandon their calls or contact attempts altogether. This forces the customer to call back later if the problem persists, wasting their time and the company’s resources.

3. Higher Employee Turnover

When agents don’t feel engaged or interested in their jobs, they are at risk of turnover. Disengaged and unhappy employees are much more likely to start slacking off or decide to quit altogether. Studies show disengaged employees are twice as likely to leave within a year than engaged colleagues.

A high employee turnover rate creates significant costs and operational disruptions for a business. According to SHRM, replacing a single departed employee can cost 50-60 percent of their annual salary in direct hiring expenses. The total cost balloons to 90-200 percent when accounting for lost productivity, hiring downtime, and training new hires up to the prior employee’s skill level.²

Beyond the monetary costs, losing experienced staff, especially in key roles, makes remaining employees question if the grass may be greener elsewhere. This instability and knowledge drain can negatively impact customer service quality and efficiency as you constantly backfill positions.

4. Damaged Brand Reputation

Disengaged agents who act rudely, dismissively, or provide subpar service leave customers frustrated and dissatisfied. In today’s hyper-connected world, those negative experiences get amplified across review sites and social media.

One snarky or unhelpful agent risks going viral as the face of your brand’s poor customer service. Did you know that 93 percent of customers reading online reviews before choosing a business?3 This shows how reputation damage can be disastrous for attracting new customers.

A pattern of disengaged employees essentially signals to consumers that your company doesn’t care about their experience or prioritize customer satisfaction. Why would anyone want to be treated rudely or have their issues brushed aside? Maintaining an engaged, customer-focused staff is crucial for controlling your online narrative and protecting your brand’s reputation.

How to Keep Your Agents Engaged

Happy agents are productive agents. Productive agents translate to a stronger, more engaged, and thriving work environment. Here are some ways to keep your agents engaged:

Show appreciation: Recognize your agents’ hard work. A simple “thank you,” or a small bonus can go a long way.
Help them grow: Offer training and development opportunities to motivate employees and make them feel valued.
Listen to their needs: Address workload concerns and ensure your agents have the tools to do their jobs effectively. This will boost employee experience and team morale.
Prioritize work-life balance: Allow flexible scheduling, leaves, paid time off, and even remote options. This work-life balance improves job satisfaction and employee morale.
Safe staffing level: Practice safe staffing: task allocation. This helps to reduce workload, improve employee morale, and reduce turnover rates. If you are understaffed, you can employ a staffing agency. A specialized staffing agency will provide quality temporary agents within a short time, saving you cost and time without compromising the well-being of your staff.
Engage in team building activities: This fosters community and collaboration. These activities can help strengthen relationships among team members, boost their morale, and create a more cohesive team.

Investing in your agents’ well-being is not just doing the right thing; you’re making a smart financial decision. Engaged agents are more likely to take shorter calls and resolve issues faster, saving your company money.

They’re motivated to find customer solutions, leading to higher satisfaction and reduced customer effort. Engaged agents also take pride in their work and go the extra mile to create a positive customer experience that reflects well on your company.

INVEST IN EMPLOYEE ENGAGEMENT WITH SALEM SOLUTIONS

The negative impacts of disengaged agents on customer satisfaction, operations, and revenues are too significant to ignore. Investing in employee engagement strategies is crucial to reenergizing your team and avoiding these costly pitfalls. If you need help filling your team, Salem Solutions can assist.

Our team understands the importance of employee morale and can provide solutions that are tailored to your needs. Don’t let disengaged agents drag you down—contact us today to boost your team’s performance and ensure customer service success!

References

“80% of Customers Said They Have Switched Brands Because of Poor Customer Experience.” Qualtrics.XM, 14 Dec. 2021, www.qualtrics.com/blog/qualtrics-servicenow-customer-service-research.
“Reducing Employee Turnover With Creative Workplace Solutions.” Society for Human Resource Management, 12 June 2022, www.shrm.org/topics-tools/news/all-things-work/reducing-employee-turnover.
“Online Reviews Statistics and Trends: A 2022 Report by ReviewTrackers.” ReviewTrackers, 9 Jan. 2022, www.reviewtrackers.com/reports/online-reviews-survey.

Jule Doran
•
Posted on
June 5, 2024

3 Reasons Why Allyship Should Be a Management Skill

Learn about allyship in the workplace and its critical role as a management skill. Read more!

The call for diversity, equity, and inclusion (DEI) has never been louder. There is a rising awareness of the value of allyship as a managerial ability despite its traditional perception as a personal commitment.

It’s not enough for leaders to know that allyship in the workplace matters—they must implement it. When allyship becomes a key part of how leaders manage, they can create a workplace that celebrates and appreciates diversity.

What is Allyship?

Allyship is using one’s privileges and position of power to actively support and advocate for colleagues from underrepresented or marginalized groups. At its core, allyship involves:

Yielding – Recognizing one’s privileges and yielding opportunities to those facing systemic barriers.
Listening – Seeking to understand the unique experiences and perspectives of marginalized individuals.
Learning – Continuously educating oneself on diversity, equity, and inclusion issues.
Action – Taking tangible steps to create a more inclusive environment and level the playing field.

Although anyone has the potential to be an ally, usually, it’s colleagues who benefit from privilege based on their gender, race, or position. These individuals may include women of color, LGBTQ+ individuals, or members of other minority groups.

Why is Allyship Important: Its Role as a Management Skill

As a leader, embracing allyship involves actively supporting and advocating for others to level the playing field and promote fairness and inclusion in the workplace. It creates a sense of belonging and psychological safety, which leads to higher employee engagement, productivity, and overall organizational success.

Research also indicates a clear link between allyship and career satisfaction. A study found that 92 percent view allies as helpful for their professional growth. Moreover, those with at least one workplace ally are almost twice as likely to feel a sense of belonging and job happiness.¹

These findings underscore why allyship the workplace is an essential management skill. When leaders act as allies, they create a supportive environment that transcends daily tasks and an inclusive company culture where employees feel empowered to overcome challenges and thrive.

1. Drives organizational success.

Companies with an inclusive workplace culture see marked improvements in innovation, productivity, profitability, and customer satisfaction. In fact, research reveals that diverse companies have a 36 percent higher likelihood to outperform their competitors in profitability.² However, it won’t happen on its own. Leadership must support and actively stand up for it.

Moreover, over 50 percent of people learn about the value of allies by hearing about their friends’, coworkers’, or strangers’ negative experiences.³ Wouldn’t it be wonderful if more people could learn about allyship by hearing success stories from employees who have succeeded with personalized support from their managers?

2. Improves active listening.

Allyship improves your capacity to listen attentively to your employees by promoting empathy and an open-minded approach to communication. When you actively listen, you strive to understand the experiences and perspectives of others.

This helps you hear what others are saying and understand their feelings, needs, and concerns more deeply. This heightened attunement allows organizations to nurture a truly inclusive environment where every voice is respected and valued.

3. Creates an environment that nurtures innovation.

Employees feel more at ease sharing their perspectives and creative ideas when they have allies in the workplace. This inclusivity develops a rich exchange of insights and viewpoints, essential for creating breakthrough solutions and driving innovation.

However, when employees see their leaders actively advocate for their rights and professional growth, it instills a sense of empowerment. It encourages employees to take risks, experiment with new ideas, and explore unconventional approaches without fear of judgment.

This creates an environment where employees are free to think innovatively, challenge existing norms, and leverage their unique talents.

Making it Happen: What Are Some Ways to Implement It?

Allyship isn’t just about hiring diverse employees or having a policy on paper. It’s something that needs continuous effort. Putting allyship into action involves getting everyone on board, including the team and leaders, and planning to amplify diverse voices. Below are examples of allyship in the workplace:

Yielding – Begin with What You Find Most Challenging

Discussing and taking action on all facets of diversity, equity, and inclusion (DE&I) is important to establishing real organizational change.

This means addressing the aspects of DE&I that feel comfortable or familiar and those that may be challenging or uncomfortable to confront. This shows that your efforts to promote diversity and inclusion are comprehensive and meaningful.

Listening – Creating a Place for Everyone at the Table

Setting up opportunities for everyone to participate is key. Consider establishing the following within your company to address inequality, especially when everyone has the chance to share their thoughts or contribute in the way that suits them best.

Roundtables
Employee resource groups
Town hall meetings

Leaders play a big part in promoting allyship but also worry about making mistakes. The most important things are honesty and active listening. We need leaders who can actively listen to their employees and avoid assumptions or interruptions during discussions.

Leaders who openly acknowledge their humanity and challenges, saying, “I’m human. This is new to me, too. I might mess up, but I’m committed to improving things,” inspire meaningful change.

Learning – Educate Yourself

The journey of allyship begins with educating yourself about discrimination, privilege, and power you have. Even if your organization isn’t ready to discuss allyship, plenty of resources are available to help you learn and grow.

There are numerous books, podcasts, and TED Talks you can explore. Just remember, this is a continuous journey. You’ll always be learning, relearning, having conversations, making mistakes, picking yourself up, and moving forward. It’s a lifelong journey, more like a marathon than a sprint.

Action- Don’t Hesitate to Step Up

Managers are crucial in fostering an environment where active bystander behavior is encouraged and supported. Leaders set the tone for acceptable responses to instances of discrimination or bias.

Thus, leading by example is essential. Addressing discrimination sends a powerful message that such behavior won’t be tolerated. But it’s not always that simple. According to a Deloitte study, almost one in three employees admitted to ignoring bias they saw or experienced.⁴

Being an active bystander sets a precedent for others to intervene against disrespectful or discriminatory behavior. This fosters a culture where individuals feel supported when speaking up.

Receiving feedback is crucial for leadership growth. However, blind spots can hinder insight into others’ experiences. Establishing a safe space for sharing ideas without fear of repercussions facilitates feedback for allyship. This can be achieved through mechanisms such as:

Anonymous suggestion boxes
Regular one-on-one feedback sessions
Employee surveys focused on diversity and inclusion
Open forums where employees can discuss their experiences
Diversity and inclusion task forces or committees where employees can provide ongoing feedback and suggestions

Various feedback options, including anonymity, ensure that all team members can contribute to creating a more inclusive environment.

TIME TO TAKE ACTION TOWARDS BUILDING A MORE DIVERSE AND INCLUSIVE ENVIRONMENT WITH SALEM SOLUTIONS

Ready to diversify your workforce? Let’s start by reevaluating your recruitment strategies to ensure they are accessible and inclusive to individuals from all backgrounds. With Salem Solutions, we can expand our outreach efforts to attract candidates from underrepresented groups and create opportunities for them to succeed within your organization.

Together, let’s make a concerted effort to build a team that reflects our society’s rich diversity society. Reach out to us today to make everyone feel valued and included.

References

“International Women’s Day 2023: Why We’re Focusing on Allyship at Menzies Aviation.” LinkedIn, www.linkedin.com/pulse/international-womens-day-2023-why-were-focusing-allyship-thomson/.
“Companies Say Diversity Matters. So Why Aren’t They Becoming More Diverse?” World Economic Forum, www.weforum.org/agenda/2022/03/diversity-inclusion-equity-business/.
Preeti Bonthron. Being an Ally Is More than Saying “I Am an Ally” – but the Actions That Back It Up. 2023, www.dialglobal.org/post/kate-williams-allyship.
“Diversity, Equity, and Inclusion.” Deloitte United States, www2.deloitte.com/us/en/pages/about-deloitte/articles/unconscious-bias-workplace-statistics.html.

Jule Doran
•
Posted on
May 22, 2024

Viral Video Resume Guide

Struggling in your call center job search? Explore the power of video resumes to stand out.

Many job seekers struggle to secure interviews despite submitting tailored resumes and cover letters. If your job search efforts have yielded little response, it may be time to consider an innovative approach: the video resume.

Video resumes are a unique way to showcase your skills and personality to help set you apart from other applicants. Let’s explore the potential benefits and how to create an engaging video resume that’ll make you shine.

Why You Should Think About Submitting a Video Resume

Applying for call center jobs can be competitive. Even with a great resume, it can be tough to get noticed amongst a bunch of other applicants. That’s where a video resume can really help.

Think about it: when recruiters have to go through a ton of resumes, a video can grab their attention better than a piece of paper. Plus, in a job where talking to people is a big part of your work, a video lets you show off your communication skills right from the start.

Here’s why it might be a better choice than a traditional paper or digital one:

Grabs attention: A video is more visually engaging than plain text. This makes it more likely for recruiters to remember you.
Highlights your skills: Unlike a static resume, a video lets you show your enthusiasm, communication skills, and confidence. These are all crucial assets for call center jobs.
Tells your story: You can use the video to explain any gaps in your employment history. For instance, you could share relevant experiences that might not fit neatly on a traditional resume.

Go Viral! How to Create Your Very Own Video Resume

If you’re considering creating a video resume, it can be a fun and exciting experience. It may even help you land that dream job! Here’s how to create a video resume.

Consider if a video resume is relevant to the job you are applying for.

Video resumes are gaining traction, especially in creative fields like customer service. But before you record, always check the company’s application instructions to see if they accept them. This ensures your application meets their requirements and shows your attention to detail.

Prepare a resume draft and turn it into a short script.

Instead of a traditional resume draft, prepare a resume tailored to the call center role you’re applying for. This tailored resume becomes the core of your video script.

Having a script lets you rehearse your points beforehand. This ensures you come across confidently and avoid awkward pauses during filming. Moreover, tailoring your content lets you highlight the skills and experiences most relevant to the position.

Here’s what to include in your resume:

Skills: Focus on the skills that make you a great communicator and customer service pro. This might include active listening, problem-solving, patience, and a positive attitude.
Experience: Highlight any relevant experience you have, even if it’s not directly in a call center. Did you volunteer on a helpline? Were you part of a school debate team? These experiences can showcase your communication and interpersonal skills.
Achievements: Quantify your achievements whenever possible. Did you consistently meet or exceed customer satisfaction targets in a previous role? If so, mention it.

Related Article: Is Your Resume Sending Mixed Signals?

Find your filming spot.

You can choose to film in one location or across several. But the important thing is to opt for a well-lit, tidy space free from distractions. This will ensure that your viewers can focus on you and your message effectively.

Your device matters.

Now that your script is ready and your filming locations are chosen, it’s time to choose the right devices. Ensure that your device can capture video and audio clearly to create a high-quality video resume. If your space isn’t well-lit, you might also consider a ring light for even illumination.

Ready yourself.

Just like in a face-to-face interaction, your appearance, demeanor, and presentation can greatly influence your perception. These elements are even more critical in a video because they’re often the first and sometimes only impression recruiters or hiring managers have of you.

A polished and professional video demonstrates your attention to detail, professionalism, and commitment to the opportunity. These can significantly impact your chances of securing an interview or job offer.

Start recording your video.

Sit or stand up straight and remember to smile. Speak clearly and at the right volume so viewers can hear your message effectively. Avoid excessive movement, as it can distract viewers from your message. Keep your chin up and ensure no shadows or hair cover your face to allow viewers to fully appreciate your expressions.

Feel free to record multiple takes until you’re satisfied with the outcome. And be sure to take breaks in between to freshen up and maintain a polished appearance throughout your video.

See if you need additional visual elements.

Review your recorded footage and assess if additional visual elements would enhance your video resume. Consider incorporating thought bubbles, charts, subtitles, or illustrations to complement your narrative. For instance, you could use an illustration of a trophy or ladder to highlight your achievements visually. Take note of these visual cues to incorporate them seamlessly during the editing process.

Edit the video.

Time to put the finishing touches. Before diving into the editing process, gather a few stock images or icons from online sources like Pexels, Unsplash, or Freepik to enhance your visual elements. When editing, ensure that your recordings and additional visuals are arranged neatly and effectively. Consider adding background music to make the video more engaging.

Keep your video concise and easy to digest. Aim for a duration of one to two minutes. This ensures that viewers can absorb the information quickly and retain key details. Don’t forget to include your contact information or website at the end of the video for potential employers to easily reach out to you.

Gather feedback from people you trust.

Before uploading your video resume, share your video with them and ask for their input on the content, quality, and overall presentation. Consider their suggestions for any necessary additions or improvements.

Take the time to revise your video based on the feedback received and ensure it meets your desired standards. Once you’ve made the necessary revisions, your video resume is ready for upload.

Choose relevant platforms for uploading.

LinkedIn is an excellent choice as it’s where many employers and hiring managers actively search for candidates. Additionally, consider sharing your video on other social media platforms such as Facebook, Instagram, and Twitter.

When posting, include a brief caption explaining the purpose of your video resume. Use relevant hashtags like #HireMe, #JobSearching, and #OpentoWork to reach a wider audience and increase discoverability.

FIND YOUR NEXT BEST OPPORTUNITY THROUGH SALEM SOLUTIONS

Finished crafting your traditional resume, or have you ventured into the realm of video resumes? Whether you’ve opted for the classic approach or taken the bold step of creating a captivating video resume, Salem Solutions can help connect you with the best call center employers. Contact us today to begin collaborating on your journey toward your next great opportunity!

Jule Doran
•
Posted on
May 15, 2024

Lead Younger Workforce

Unlock workplace innovation with multigenerational diversity. Engage young professionals and seasoned call center leaders for unique solutions.

Think about your typical work meeting. You might imagine a room full of people your age, right? But the reality is that today’s workforce is made up of more than just one generation. Generation Z is stepping into the office, while some older workers are opting to retire later in life.

As younger individuals enter the workforce, it’s important to recognize the diversity they bring, not just in terms of skills and perspectives but also generational experiences. Having a mix of generations in the workplace can be challenging due to differences in life stages, work styles, and cultural references.

With their innate familiarity with digital platforms and innovative mindset, they can transform traditional call center operations with their unique abilities. Combined with veteran workers’ wisdom, this blend produces creative, future-focused solutions.

Generational Layers: Young Professionals in the Workplace

Each generation defines itself by the unique qualities it brings to the table. If you’re interested in learning about the roles of young professionals at work, here’s what motivates them.

Generation Y

Millennials, or Gen Y, were born between 1981 and 1996. They currently comprise the largest segment of the workforce and are expected to make up 75 percent of the global workforce by 2025.¹ Millennials are known for their enthusiasm for innovations and strong “startup” mindset.

Like Generation X leaders, Millennials value a healthy balance between work and personal life. They seek flexibility in the workplace, including opportunities to work remotely. Their focus is on working efficiently over long hours, making them skilled at multitasking. Millennials are known for their eagerness to learn and grow. They also value regular feedback from their employers.

Generation Z

Born between 1997 and 2015, Generation Z is the youngest group in today’s workforce. They are the first generation to grow up in a fully wireless world. As genuine digital natives, even more so than Millennials, Generation Z is always connected and is widely regarded as the most tech-savvy among these generations.

This generation is known for being creative, flexible, and self-reliant. Although they share similarities with Millennials, Generation Z is more careful and values stable careers. They’re always connected, making them great at multitasking but easily distracted. They also prefer getting quick employer feedback because they have shorter attention spans.

The Benefits of Employing Young Professionals in Call Centers

Having young professionals in your organization brings a wealth of advantages. Let’s explore why young people can be an asset to your business.

Innovation and Diversity

Young employees bring fresh perspectives and innovative thinking to your workplace. They are open-minded, value diversity, and promote inclusion. Employing young professionals helps your business stay relevant and introduces various experiences and new ideas.

Technology

Technology is advancing quickly, changing how we work and the skills we need. The younger generation, often called “digital natives,” have grown up with technology and are comfortable using different types of technology at work. They can even help older workers learn. Having young people on your team might help your business implement new processes, technologies, and platforms.

Building Relationships within the Community

Young workers on your team can help you connect with and reach a younger market. They bring connections that older employees may not have, such as involvement in sports clubs, educational settings, or local recreational and volunteer groups. Their understanding of younger peers allows them to connect with this demographic and contribute to your business’s growth.

Openness to Learning

Millennials and Gen Z are used to learning and are excited to apply their skills in the workplace. Many have recent training, so they’re up to date with the latest knowledge. They’re open to absorbing new information, making it easy to develop their skills to fit your needs. Plus, they’re flexible and eager to grow, so they can learn and adapt to your business’s requirements.

Empowering Younger Workers: Enhancing the Workplace Experience

Building a supportive and fulfilling workplace isn’t just about catering to the younger generation’s preferences. It’s also about creating an environment that benefits everyone involved. Let’s explore strategies for cultivating a healthy team culture that enhances the workplace experience.

Younger people desire purposeful jobs that prioritize their well-being.

Future generations value meaningful work and are more willing than previous generations to leave if they cannot find it. As discussed in the “Quiet Quitting and the Meaning of Work” session, young people are turning away from jobs that lack fulfillment and have toxic workplace cultures, unrealistic workloads, and an “always-on, always-available” expectation.²

Similarly, a report from A-Gen-Z found that hashtags like #quietquitting and #greatresignation have been viewed 570 million times on TikTok.³ This shows how important this topic is for young people.

Younger employees want to feel that their work positively impacts society and the environment. They also value benefits like paid time off, mental health support, and on-the-job coaching, and they want to know that their managers genuinely care about them. Empathetic, compassionate, authentic, and self-aware leaders inspire young people and are what they strive to become.

Learning opportunities will help retain young employees.

Young people have concerns about the future, including economic challenges, social divides, environmental risks, and geopolitical tensions. Yet, they also hold hope. They are practical, adaptable, and value the importance of ongoing learning.

Additionally, they are attentive to changing situations and interested in exploring risk and resilience within the workplace. They actively question their blind spots and swiftly adapt as necessary. These skills are valuable assets that organizations should tap into.

They look for employers who offer employee learning and development opportunities and training. They aim to address global challenges and use their work time to develop solutions, learn from experts, explore possibilities, and inspire action within their companies. Call center leaders should embrace young employees’ sense of purpose, thirst for learning, and drive to make a difference.

Collaboration across generations begins with active listening.

The World Economic Forum is dedicated to including young people in decision-making processes. That’s why 50 Global Shapers were invited to Davos to highlight important global and local issues and advocate for urgent action.⁴

But working together across generations shouldn’t end there. Young professionals should be involved in making decisions at all stages of society, even in boardrooms and focus groups at work. Achieving equality between generations begins with meaningful dialogue.

As call center leaders, it’s important to prioritize listening just as much as speaking. You should carefully consider how your company can collaborate with young employees to address important issues. Successful businesses must engage with young employees and pay attention to their wants and needs. You should listen attentively, understand their perspectives, and meet them where they are.

Different things make it possible for young people to join the workforce in meaningful ways. However, business leaders who listen, recognize unmet needs, and provide practical solutions will earn young employees’ loyalty, passion, and dedication.

It’s up to all of us to work together to shape the future through collaboration. One effective way to expedite this process is to ensure that young people have a stronger presence on boards where decisions are made.

Giving young individuals more chances to engage in leadership positions allows us to access their talents and insights, leading to a more dynamic and forward-thinking approach to leadership and problem-solving within the organization.

HARNESS THE NEW GENERATION’S TALENTS AND UNIQUE PERSPECTIVES

As you prepare to welcome young professionals into your workforce, Salem Solutions is a strategic partner in optimizing the recruitment and integration process. Our expertise in understanding the needs and preferences of young talent enables us to assist you in attracting, selecting, and retaining top-performing individuals. Contact us today to begin a brighter future with the next generation of talent.

References

1. Timmes, Michael. “Council Post: Millennials and Gen Z: Now Is the Time to Reshape Businesses to Harness Their Power.” Forbes, www.forbes.com/sites/forbescoachescouncil/2022/06/27/millennials-and-gen-z-now-is-the-time-to-reshape-businesses-to-harness-their-power/.

2. “Quiet Quitting and the Meaning of Work.” World Economic Forum, 2024, www.weforum.org/events/world-economic-forum-annual-meeting-2023/sessions/quiet-quitting-and-the-meaning-of-work/.

3. A-Gen-Z Report. What Business Needs to Know about the Generation Changing Everything. 2023, www.oliverwymanforum.com/content/dam/oliver-wyman/ow-forum/template-scripts/a-gen-z/pdf/A-Gen-Z-Report.pdf.

4. Schwab, Klaus. “World Economic Forum Founder: Young People Are Right to Be Angry, and They Deserve Seats at the Table.” TIME.com, 16 Jan. 2020, time.com/collection-post/5764096/youth-anger-klaus-schwab/.

Jule Doran
•
Posted on
May 8, 2024

Empathy in Leadership

Empathetic leadership fosters inclusive environments where everyone feels understood and respected. Learn how empathy drives positive change and success.

Empathetic leadership means recognizing other’s needs and genuinely understanding their feelings, thoughts, and experiences. This kind of leadership creates a warm, inclusive environment where everyone feels respected and understood.

Empathy used to be seen as an unimportant “soft skill.” However, as workplaces become more diverse, understanding and connecting with people from different backgrounds is extremely important. Empathy helps create a positive and productive environment for everyone.

Leaders who focus on understanding each team member can use everyone’s unique talents and viewpoints. This allows for more innovation and helps the organization succeed.

The Power of Empathy: Driving Positive Organizational Change

Empathy is helpful during tough times, when people feel burned out, or when looking for fulfillment at work. Studies show that empathy has significant positive effects in the workplace. It can greatly benefit employees and the entire organization.¹

Innovation: Employees who perceived their leaders as empathetic were significantly more inclined to report their ability to innovate. Specifically, 61 percent of these employees felt capable of innovation, compared to only 13 percent of those whose leaders were perceived as less empathetic.
Engagement: 76 percent of individuals who felt empathy from their leaders reported higher levels of engagement. In comparison, 32 percent reported lower levels of engagement when experiencing less empathy.
Retention: Retention rates were higher among white women and women of color when they felt their companies respected and valued their life circumstances—57 percent white women and 62 percent women of color reported being unlikely to leave. But when they did not feel this level of support, 14 percent of white women and 30 percent of women of color expressed reluctance to leave.
Inclusivity: Half of the individuals under empathetic leadership stated that their workplace promotes inclusivity, whereas 17 percent of those under less empathetic leadership felt the same way.
Work-Life Balance: Individuals who perceived their leaders as more empathetic reported an 86 percent success rate in managing the demands of both their professional and personal lives, balancing work responsibilities with personal and family obligations. In contrast, 60 percent of individuals who felt less empathy reported a similar experience.

When leaders use empathy, challenges become opportunities to grow. Difficult moments help build resilience and lead to shared success for everyone.

Leading with Heart: Integrating Empathy into Leadership Practices
Becoming a more authentic and empathetic leader takes dedication and commitment. If you want to lead with empathy, many strategies and practices can help nurture empathy in your leadership style.

Engage in active listening.

Active listening involves more than just hearing words—it requires genuinely understanding other people’s perspectives, feelings, and messages. Instead of planning your response or thinking ahead, focus on giving your full attention without interruption or judgment. This skill is crucial for empathetic leadership because it starts with listening.

For example, a call center agent faces difficult customer interaction. An empathetic leader can actively listen by stepping in, de-escalating the situation, and offering support to the agent afterward. This demonstrates a sincere interest in understanding and supporting team members.

There are many ways you can improve your active listening skills, such as:

Maintain eye contact to show attentiveness and engagement.
Pose open-ended questions to encourage deeper conversation and understanding.
Use nonverbal cues, like nodding or leaning forward, to indicate interest and understanding.
Reflect on and summarize the speaker’s main points to demonstrate your understanding and encourage further discussion.

Stay fully attentive.

One of the challenges of implementing empathy is staying fully attentive. An empathetic leader practices attentive listening when talking, not getting distracted by checking the time, looking around, or using their phone. It means giving their full attention.

When someone is speaking, the empathetic leader listens. Especially when the other person is expressing emotions, you remain fully present, understanding their experience. The focus is on understanding their perspective and considering ways to offer support and assistance.

Embrace the idea of being vulnerable.

As a leader, it’s important to recognize that vulnerability is a strength, not a weakness. It’s surprising how the idea that a good leader should be distant, unemotional, and robotic has persisted for so long. A leader who can relate to employees on a genuine, human level is much more effective.

For instance, leaders might share their own experiences with challenging customer interactions. This demonstrates vulnerability, acknowledges the job pressures, and cultivates a sense of shared experience among agents.

This is supported by Gartner’s study, which revealed a 37-percentage point increase in employee engagement among those who view their leader as human compared to those who do not.²

Being open about challenges and admitting mistakes makes a leader more relatable and approachable. It breaks down barriers and humanizes their role. Leading by example through vulnerability can also promote a culture of openness and honesty. It creates a workplace where employees feel comfortable sharing their ideas and concerns without fearing judgment.

Drop all forms of judgment.

Empathetic leaders avoid making judgments, even when others’ emotions clash with theirs. They consciously release biases and remain receptive to alternative viewpoints. As an empathetic leader, one doesn’t categorize others’ feelings as right or wrong but sees them as insights into their perspectives and worldviews. It’s an opportunity to understand their experiences and expressions better.

Show genuine interest.

Empathetic leaders don’t just care about what employees do at work but also about who they are as individuals. They take a personal interest in their lives, asking about their challenges, families, and goals. This genuine concern creates a deeper connection and trust between the leader and their team.

For example, scheduling regular one-on-one meetings to discuss performance, well-being, and career goals. This shows employees that they are valued as people, not just metrics.

However, when a leader lacks empathy, team members often hesitate to share their thoughts and feelings openly. They may perceive interactions as transactional and impersonal, leading to isolation within the team.

Stay open to change.

Change is bound to happen, so the capacity to adjust isn’t a choice—it’s a necessity. Adaptable leaders effectively handle changing circumstances. They acknowledge that things might not always go according to plan but maintain a constructive outlook. They can deal with stress, resistance, and concerns.

An emotionally rigid leader might shut down discussions, but an emotionally flexible one adapts the approach and finds creative solutions. For instance, if someone needs more time to meet a deadline, a flexible leader will accommodate it and form a backup plan.

Be an effective communicator.

Be an effective communicator.
Empathetic leaders prioritize transparent communication where the intentions behind their words and actions are understood. They also consistently clarify the reasons for their decisions. They encourage their team to share concerns without hesitation and are always available. They ensure everyone knows what they need to do by articulating their goals clearly.

Show your commitment.

Becoming more empathetic isn’t a sudden transformation that happens with a single decision. It is gradual over time. It demands a consistent dedication to understanding others’ perspectives and emotions and a firm commitment to maintaining the right mindset.

This means actively practicing empathy in daily interactions, being open to learning from experiences, and continuously reflecting on one’s attitudes and behaviors. That way, little by little, you’ll find yourself becoming more empathetic and building stronger connections with those around you.

CULTIVATE AN EMPATHETIC APPROACH WITH SALEM SOLUTIONS

Salem Solutions is passionate about helping organizations create an empathetic workplace. We take the time to understand your values and goals to find the right candidates for your team. Let us assist you in building a supportive, inclusive workplace for your team. Contact us today to find leaders who can foster empathy in your workplace.

References

1 PhD, Tracy Brower. “Empathy Is the Most Important Leadership Skill according to Research.” Forbes, www.forbes.com/sites/tracybrower/2021/09/19/empathy-is-the-most-important-leadership-skill-according-to-research/?sh=77785f953dc5.

2 “Gartner HR Research Identifies Human Leadership as the next Evolution of Leadership.” Gartner, www.gartner.com/en/newsroom/press-releases/06-23-22-gartner-hr-research-identifies-human-leadership-as-the-next-evolution-of-leadership.

Jule Doran
•
Posted on
May 1, 2024

Mental Health and Career Moves

Feeling the call center stress syndrome? It might be time to consider your well-being. Learn about signs of quitting your job for mental health.

Call centers can have fast-paced and demanding environments. While some stress is normal, it’s important to be aware of the signs that your mental health might be taking a hit. We’ll explore some signs to watch out for and alternative solutions you can explore before reaching the point of quitting.

The Current Workplace Mental Health Landscape

Feeling the strain of mental health challenges at work? You’re not alone. In fact, a whopping 86 percent of employees still see mental health as a pressing concern in the workplace.¹

Why? Burnout and toxic management practices are hitting hard, leaving many feeling drained and disillusioned. Add in stagnant wages, and it’s clear that broader economic issues are fueling the fire of workplace stress. This toxic combination can lead to Call Center Stress Syndrome. It’s a real issue that can result in decreased productivity, poor customer service, and increased healthcare costs.

But here’s the thing: when all that stress piles up, it can ignite a powerful urge to quit. The numbers also speak volumes: a whopping 57 percent of employees are battling burnout, and only 48 percent feel truly cared for in 2023. This is a sharp drop from 56 percent in 2022 and 59 percent in 2021.²

You’re not alone in feeling this way. However, it’s important to take a step back and assess your situation. Knowing when it’s time to quit and whether you can work things out are both crucial considerations.

Is It Time to Move On?

Working in a call center can be tough on mental health, but recognizing when it’s time to consider quitting is important for your well-being. Here are some signs to watch for:

Chronic Stress

Call center jobs can be fast-paced, and it’s normal to feel stressed when you have a big project or a looming deadline. But if that pressure becomes chronic—if it leaves you constantly overwhelmed, burnt out, or anxious, even after work. It might be a sign that your environment is impacting your well-being more than usual.

You’re Always on Call

Does work consistently intrude on your personal life? Does it leave you with no time to relax or pursue hobbies? If your life feels like it revolves around work all the time, it can lead to burnout. If you’ve talked to your employer about creating a better work-life balance and haven’t seen improvement, it might be time to consider other options.

Feeling Like You Don’t Belong

Constantly feeling like an outsider at work? Whether due to a lack of support from colleagues or a mismatch in company culture, can chip away at your confidence and sense of self-worth. Remember, you deserve to feel valued and respected. If you’ve tried to improve the situation and things haven’t changed, it’s perfectly okay to walk away and find a more positive environment where you can thrive.

Toxic Workplace

Call centers can be fast-paced and demanding environments. While challenging goals and high volumes of interactions are normal, a truly toxic workplace goes beyond that. It can include being pressured to meet unrealistic quotas or goals that are outside your control, along with constantly facing verbal abuse or harassment from callers without management intervention.

If you are constantly stressed about these factors and attempts to improve the situation haven’t succeeded, it’s important to prioritize your mental health and consider exploring other options.

When It Makes Sense to Stay Put

Here are the reasons why quitting might not be the answer.

Temporary Stress

Sometimes feeling a little stressed at work is normal, like when you have an important project due soon. But there’s a big difference between that temporary strain and chronic, overwhelming stress that makes you miserable even after clocking out.

If it’s just a temporary crunch, don’t panic. There are things you can try to ease the pressure:

Open up to your manager about how you’re feeling. Maybe they can help adjust some deadlines or reshuffle your tasks to lighten the load.
See if coworkers can help out by taking something off your plate during this busy time.
Use stress-relief techniques like taking breaks, doing breathing exercises, or going for walks.

Speaking up is okay! A little communication can go a long way toward making this stressful spell much easier to manage.

However, if the overwhelming feelings persist for weeks or months on end, that’s a red flag. Constant, unrelenting stress means this job may be taking too big a toll on your mental health. In that case, it’s worth exploring options to improve your situation or move on.

Lack of Skills Development

Just because a call center role might not seem like it offers growth opportunities right now doesn’t mean you have to quit after a short time. Many call centers offer training programs or development opportunities in customer service, communication, or project management.

So, what can you do? Talk to your manager. Schedule a meeting to discuss your desire for growth. You could also ask about any training programs or resources available to help you develop new skills relevant to your career goals.

Financial Strain

Quitting your job, especially without another one lined up, can cause serious financial stress. If you don’t have savings or a new job secured, consider how it might impact paying bills and meeting other expenses. Before making any quick decisions, ask yourself: Is the job really that bad, or could things get better with some tweaking?

Exploring resources or support networks can also help you through tough times. While quitting might seem like a solution to escape stress, it’s important to consider the long-term effects. Being unemployed can bring more challenges, like financial insecurity and difficulty finding a new job.

Short-Term Issues

Resigning might seem like a drastic step if you’re encountering new or relatively minor issues in your call center role. Instead of jumping to conclusions, consider conversing with your supervisor or HR department to address the concerns. Open communication can often lead to swift resolutions in a call center’s fast-paced environment.

Proactively problem-solving can make a significant difference. Whether it’s adjusting your workload, clarifying expectations, or improving communication channels.

Know Your Options for Well-Being

Feeling like it might be time to quit, or maybe you’re thinking of sticking it out? Either way, you’ve got options. Before you jump into any big decisions, remember this: taking care of yourself comes first. Quitting can be pretty scary, especially with everything going on in the job market.

So, take a breath, think it over, and remember that you deserve to work somewhere that values your mental health just as much as you do.

START FRESH WITH SALEM SOLUTIONS

Thinking of quitting your job or maybe you’ve just left one? We’ve got you covered! Salem Solutions understands the challenges contact center employees face, and we’re here to help. Our team can match your skills and values with the culture of our best call center partners. Send us a message so we can begin helping you look for your next best opportunity.

References

1 Robinson, Bryan, Ph.D. “Workplace Safety And Well-Being On The Decline In 2024, Study Shows.” Forbes, 4 Feb. 2024, https://www.forbes.com/sites/bryanrobinson/2024/02/04/workplace-safety-and-well-being-on-the-decline-in-2024-study-shows/?sh=4d1e68a64732.

2 Mayer, Kathryn. “Why Mental Health Will Be One of the Biggest Topics of 2024.” SHRM, 12 Jan. 2024, https://www.shrm.org/topics-tools/news/benefits-compensation/mental-health-burnout-top-trend-aflac-report.

News

Industry news, advice and insights from our experts.

Top Staffing Trends for Federal Programs in 2026

Low Morale Costs

The Causes of Employee Disengagement

1. High workload and pressure.

2. Poor work-life balance.

3. Lack of recognition and opportunities for professional development.

4. Insufficient resources and training.

5. Job security issues.

The Hidden Costs of Disengaged Agents: How Low Morale Impacts Your Contact Center

1. Reduced Customer Satisfaction

2. Increased Customer Effort

3. Higher Employee Turnover

4. Damaged Brand Reputation

How to Keep Your Agents Engaged

INVEST IN EMPLOYEE ENGAGEMENT WITH SALEM SOLUTIONS

3 Reasons Why Allyship Should Be a Management Skill

What is Allyship?

Why is Allyship Important: Its Role as a Management Skill

1. Drives organizational success.

2. Improves active listening.

3. Creates an environment that nurtures innovation.

Making it Happen: What Are Some Ways to Implement It?

Yielding – Begin with What You Find Most Challenging

Listening – Creating a Place for Everyone at the Table

Learning – Educate Yourself

Action- Don’t Hesitate to Step Up

TIME TO TAKE ACTION TOWARDS BUILDING A MORE DIVERSE AND INCLUSIVE ENVIRONMENT WITH SALEM SOLUTIONS

Viral Video Resume Guide

Why You Should Think About Submitting a Video Resume

Go Viral! How to Create Your Very Own Video Resume

Consider if a video resume is relevant to the job you are applying for.

Prepare a resume draft and turn it into a short script.

Find your filming spot.

Your device matters.

Ready yourself.

Start recording your video.

See if you need additional visual elements.

Edit the video.

Gather feedback from people you trust.

Choose relevant platforms for uploading.

FIND YOUR NEXT BEST OPPORTUNITY THROUGH SALEM SOLUTIONS

Lead Younger Workforce

Generational Layers: Young Professionals in the Workplace

Generation Y

Generation Z

The Benefits of Employing Young Professionals in Call Centers

Innovation and Diversity

Technology

Building Relationships within the Community

Openness to Learning

Empowering Younger Workers: Enhancing the Workplace Experience

Younger people desire purposeful jobs that prioritize their well-being.

Learning opportunities will help retain young employees.

Collaboration across generations begins with active listening.

HARNESS THE NEW GENERATION’S TALENTS AND UNIQUE PERSPECTIVES

Empathy in Leadership

The Power of Empathy: Driving Positive Organizational Change

Engage in active listening.

Stay fully attentive.

Embrace the idea of being vulnerable.

Drop all forms of judgment.

Show genuine interest.

Stay open to change.

Be an effective communicator.

Show your commitment.

CULTIVATE AN EMPATHETIC APPROACH WITH SALEM SOLUTIONS

Mental Health and Career Moves

The Current Workplace Mental Health Landscape

Is It Time to Move On?

Chronic Stress

You’re Always on Call

Feeling Like You Don’t Belong

Toxic Workplace

When It Makes Sense to Stay Put

Temporary Stress

Lack of Skills Development

Financial Strain

Short-Term Issues