Save our Souls

[Amy21]

Hey Guys

Need help from all you nice fellas there .. I work for a 6 day a week , 9 hour a day center and i guess that says it all about how my life has come to be...

Also due to this , we have problems hiring reps. and managers and even the stress levels of existing employees is high and so is the burn out rate amongst us.. ( it sounds familiar ;)


The good news is we have managed to talk our management into a roll over to a 5 day week and the only thing they want now ,the thing that I am looking upto you guys , is to present a case study of such scenarios that you have witnessed in your own center or you know some center which went through this transition and their productivity just went soaring and attrition levels scuba diving..

Please help me guys with your inputs and experience as this is our only chance and if we don't have good content , then the rest of us would have to stick to our wretched routine ...

So take this as a noble cause and start writing.........


Amy

[aruntyagi]

I know how stressfull can the schedule you just described can be!!!! You are doing a great job working for this noble cause!!!!

I really appreciate...:)

[josephafreddy]

Hi Amy

I work for a call center in India, I have experienced the kind of shifts that you speak of...only worse. Well we have had a lot of problems because of 6 day shifts comprising of 9 hours, the commuting time when added to the shift brings up the total time spent on the company business to more than 11 hours at some cases even up to 13 hours.

We work nights to enable us to match the Time Zones in the US. Which means family life and personal life is almost nothing, so in effect we slog to earn money and dont really get to enjoy it. The stress levels increase as we are thrown in together with the same lot day after day, week after week and our relaxation time isnt enough. This makes the agents move from one call center to another in an effort to get a different work environment, less work time, a change of scene, different projects...actually anything as long as it breaks the monotony.

We experimented with a five day week in one call center and atrition levels actually reduced. This was by having staggering offs, not everyone would get Saturday and Sunday off together, sometimes it would be Sunday and Monday, or Sunday and Friday....do you get the drift.

I didnt stay there long as I had a better offer...but the reason I resigned was a better position.

I hope this helps.

Joseph