With non-stop calls, background noise, and a fast-paced setting, many call centre workers find it hard to stay focused. One in three (34 percent) say they struggle to concentrate on the job, based on a revie of UK-based workers.
Not only can this affect productivity, but it can also impact customer interactions and overall job satisfaction. What should call centre employees do to tackle these distractions and boost their focus?
Ben Booth, CEO and Founder at MaxContact has explained to Digital Journal about the things people can do to improve their concentration in the workplace.
“A recent report compiled by MaxContact found an increase in hybrid workers, with 66 percent of those surveyed working from home and in the office, with another 11 percent being fully remote”, explains Booth.
Booth adds: “While hybrid working has proven to be successful in terms of productivity since it was introduced throughout COVID-19, with 77 percent of employees reporting an increase since implementing this approach to work, reports show that 80 percent of UK workers believe working from home has a negative impact on their mental health. This is due to being more isolated from co-workers and a potential lack of routine.”
As to what employers can do to make workers feel more motivated and focused in the workplace, Booth advises:
Encourage growth and learning
Learning and growth opportunities allow employees to feel more competent and confident in their roles. Employers share coaching tips with agents seven times per month on average. It is critical to continuously encourage growth because employees who learn new skills or improve existing ones will feel more invested in their work.
Engaged employees are more likely to stay focused on their tasks, as they are more likely to see it as part of a larger personal development path. Work with employees to create personalised development plans that outline their goals and the steps needed to achieve them. As a business, you can also offer workshops, seminars, and courses that align with employees’ career goals to encourage growth and learning.
Reward achievements
By reinforcing positive behaviours, it is likely to improve focus and increase motivation. When achievements are rewarded, employees have even clearer goals to work toward. This goal-setting helps to focus efforts on key tasks. These will align their daily activities with the company’s objectives to reach those milestones far more effectively.
Prioritise work-life balance and support mental health
72 percent of call centre employees reported feeling burnt out or facing burnout. This can be detrimental to both the employee and the business.
Prolonged stress from burnout can result in physical and mental health problems, including anxiety, depression, insomnia, and chronic illnesses. It can also cause employees to take more sick days or leave their jobs altogether, leading to higher turnover rates and additional costs for the organisation.
Foster a positive environment
Creating a friendly, respectful, and inclusive environment where employees feel valued can make a significant impact on their engagement and willingness to contribute. You can do this by encouraging employees to share their thoughts and ideas without fear of judgement. Use tools like suggestion boxes, regular one-on-one meetings, and team forums to do so, for example.
Create space for open feedback
Regular feedback sessions allow employees to voice concerns and ideas, making them feel heard and showing that their input is respected. It also gives workers a chance to air out any issues they may be concerned with, so there is no built-up resentment towards the company or lack of motivation as a result.
