take care of yourself

Post date: Jul 19, 2010 6:08:18 PM

Message from your Union Team,

Guidelines for a healthy and safe work environment in the call centre....

- Make taking care of your health a priority.

- Take time to clean your work stations. keep

germs at a minimum to prevent sickness.

- One Call at a time. Agents should not feel pressured to get customers off the phone if their needs take longer than the targets set by the company. In many ways each customer is unique - they are not widgets on a assembly line. Service the customer and give them a personalized interaction - we want them to come back in the future. The current management is thinking short term - we need to take care of the customer for the long haul.

- Call Centre Management is obsessed with productivity measurements - That's their obsession not yours. Take the appropriate time for restroom breaks. Keep a personal record of exceptions.

- If you need a bit of time after a difficult or irate call then take it. If you do not your distress will be transfered to the next customer. It is reasonable to do so and is fair to your next customer.

Your Health is foremost.

Ross and your Union Team.