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Stay or Let Go..
Sounds as if part of the problem is not management but the workers.
If people are unhappy then they can leave. As I read your post- it sounds as if at one time certain 'benefits' were allowed- such as playng cards- knitting... well a few bad apples ruins it for the bunch. I mean management enforces policies so that consistency is maintained and work is performed. If those policies were implemented to punish a few people then that is a point for discussion- however... if the policies were made to imrpove overall calls accepted and profits- then that is undrstandable.
As a manager in a call center for nearly 10 years.. usually when people are allowed certain privledges that prevent them from doing actual work (they tend to do those 'other' things). The same individuals that had the privledges- start abusing those privledges... so management has no choice but to clap down and take away those 'other' things to maintain productivity and competitive advantage for making money.
Any workplace is exactly what it means- WORK PLACE... granted there could be programs in place to promote morale- but if people are ' negative' they generally are negative towards anything -especially NEW things!
In my experience- call center work is generally a place where individuals can easily become stuck in a rut and given enough time- the work becomes - REPETATIVE- EASY and MUNDANE- regardless of managements morale attempts. Inorder to change a persons attitude a person has to be willing to change.. and the biggest oxymoron is having a person in a call center (doing the same job year after year) want to change! People want to collect a check but they dont want to change anything either... especially themselves or the level or work they complete. If they can get the same money for less- thats what will happen.
I think this is more of a personal issue for those in your call center than anything... no one forces anyone to stay at a job they are unhappy at... either provide change or accept the conditions as they are... it sounds harsh- but its reality. Same thing goes for the managers...
Hope things get better...
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