4 ms·

Perhaps I’m totally going Euro but shouldn’t the MBA in charge at least try to measure employee happiness, churn and absence to try and measure if the work is f

by wjnc 5y ago

Perhaps I’m totally going Euro but shouldn’t the MBA in charge at least try to measure employee happiness, churn and absence to try and measure if the work is fulfilling? I work at a large listed insurer and I know nobody shits on the hard work customer facing colleagues do. It’s hard work, with often old IT and usually customers outside of the fast track that have unique needs. Our senior management is motivated to help say once a year to keep a feeling for both customer and colleagues etc. I would split your point in two dimensions: 1. Software should support efficiency and speed. (We often fail at that.) 2. Tough jobs exist and it’s up to the employer to make them worthwhile and at the least prevent burn-out.

dredmorbius 5y ago
Often there's a lot of insight to be gained by reading what vendors and industry publications have to say on a topic. DDG suggests that this is a leading call centre industry publication. This is their article list: https://www.connectionsmagazine.com/articles/by-topic/ https://www.connectionsmagazine.com/articles/by-topic/ I've skimmed a couple of sections. There are a couple which look at workplace issues (career & self-improvement, workfroce management). Nothing jumps out immediately, but there might be some hints. Note that what you find in articles and practices on the ground ... may differ. Vendors advertising workforce-related systems and services (especially monitoring, tracking, recruiting, etc.), or legal / compliance organisations, could also give some possible insights. Overall, it's a low-wage, low-skill, but also low-hazard environment (no dangerous equipment, encounters, etc.). Much of it is outsourced to low-cost regions with many English speakers (Philippines, India, Mexican border towns, Florida, etc.). Alternative employment may be scarce, unemployment high. Change any of those dimensions and you might see conditions improve.

by wjnc 5y ago

dredmorbius 5y ago

Often there's a lot of insight to be gained by reading what vendors and industry publications have to say on a topic. DDG suggests that this is a leading call centre industry publication. This is their article list: https://www.connectionsmagazine.com/articles/by-topic/ https://www.connectionsmagazine.com/articles/by-topic/ I've skimmed a couple of sections. There are a couple which look at workplace issues (career & self-improvement, workfroce management). Nothing jumps out immediately, but there might be some hints. Note that what you find in articles and practices on the ground ... may differ. Vendors advertising workforce-related systems and services (especially monitoring, tracking, recruiting, etc.), or legal / compliance organisations, could also give some possible insights. Overall, it's a low-wage, low-skill, but also low-hazard environment (no dangerous equipment, encounters, etc.). Much of it is outsourced to low-cost regions with many English speakers (Philippines, India, Mexican border towns, Florida, etc.). Alternative employment may be scarce, unemployment high. Change any of those dimensions and you might see conditions improve.