Getting greater productivity out of your people

Flogging workers with repetitive, boring work is not sustainable.  It might achieve a short term productivity goal.  But ultimately it will cost your business – as well as the entire economy.

Workplace injuries account for billions of dollars in lost productivity, income and workers compensation claims.  It has been estimated the total cost of workplace injury and illness to the Australian economy could be as much as 5% of GDP.  That’s not including the indirect costs of pain and suffering.

Call centres are particularly vulnerable in the areas of repetitive strain and emotional stress. 

Call centre workers have different conditions to other office workers.  They tend to be far more desk-bound with repetitive keystroke tasks.  They are closely monitored to meet demanding performance measures and they are frequently subjected to stressful encounters with customers.

This is a recipe for high absenteeism, above average workplace injury claims and high insurance premiums.  Productivity, employee morale and attrition bear the brunt of an unhealthy workplace.

So how do you balance your productivity objectives against the risk of employee burnout?

• Multi skilling is part of the answer.  Workers might initially baulk at having “more expected of them” but before long they will happily move from a desk-bound task to a back office function.  Mixing the task breaks the monotony and the potential for injury.
  
• Add some fun or stimulation to the task.  An environment of playfulness encourages enthusiasm and creativity.   Camaraderie and support helps staff to enjoy their time at work, even if their tasks are mundane and boring.
  
• Train staff with the aim of a collective understanding of health and safety obligations.  Foster a culture of risk elimination and a shared responsibility for a safe workplace.
  
• Involve staff in consultative committees that give them a voice on issues that concern them.  They might surprise you with small suggestions that can have a big impact on turning fatigue and boredom around.
  
• Back off and cut your staff some slack.  Breathing down their necks creates tension and stress for everyone.  Research has proven that allowing short breaks and stretching of the legs actually enhances mental agility and productivity rates.
  
• Acknowledge staff when they deal with difficult callers.  Even if they lose their cool with the customer, don’t lose yours with the agent.  If they handle an abusive caller with text-book precision they are quite possibly internalising their distress.  Recognise their skills and defuse their time bomb of stress.  If they take it home with them they may well be part of the sick leave statistics the next morning.

Call centre work is fast paced by nature.  It is repetitive and is prone to a number of work-related health issues.  Managers must recognise the hazards in their centre and take proactive steps to alleviate physical and emotional stress.  Focus on the safe and healthy performance of job task rather than the strict throughput rate.

Management holds the key.  Safety must be valued equally with productivity.  Only then can the optimal balance be achieved.