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Investing in human capital is something call centers won't regret

Investing in human capital is something call centers won't regret

[fa icon="calendar"] May 9, 2013 9:41:52 AM / by Briana Songer

Briana Songer

Who is the person responsible for making employees happy in the Call Center?

Does someone responsible really exist for such a task? If we start with the fact that happiness is subjective to an individual's mood, then each person must be responsible for their own happiness. This being said, what call center's are able to accomplish inside their work atmosphere is create an environment where people will find it easier to be happy.

Now it gets complicated.

Who is the person responsible for making employees happy in the Call Center?

Does there really exist someone responsible for such a task? If we start with the fact that happiness is subjective to an individual's mood, then each person must be responsible for their own happiness. This being said, what call center's are able to accomplish inside their work atmosphere is create an environment where people will find it easier to be happy.

Now it gets complicated.

There isn't a magic happiness formula or all Call Centers would have adopted it. What does exist are changes in attitude inside the work culture that every call center should implement. Changes that in the beginning will be difficult to adopt, but in the future will be profitable and favorable for everyone.

Human capital is the most important resource that the call center has. They can have the best technology and prestigious clients, but what makes the organization really move along are the people working inside.

To enhance the quality of human capital inside a call center, you have to invest in training. It must be continual and focused on long-term goals. Contributing to the formation of agents in an internal work training team is betting on team growth and therefore, bets on the growth of the business.

The problem now stands on how to convince high command to invest in improving the quality for everyone. It's difficult to prove the benefits because in traditional accounting, investments in human capital are seen as an expense rather than profit. As the benefits don't immediately impact the results, it should be stressed that these investments will improve results in the long-run.

Think for a second about an entire human group that is positively motivated. Not only will they achieve great things that benefit the profitability of the company, but will affect the functionality within work-groups and will undoubtedly mean the success of a call center.

However, we must wait since these changes will not be in the tech, but in people's attitudes.

(Translated from Original)

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

There isn't a magic happiness formula or all Call Centers would have adopted it. What does exist are changes in attitude inside the work culture that every call center should implement. Changes that in the beginning will be difficult to adopt, but in the future will be profitable and favorable for everyone.

Human capital is the most important resource that the call center has. They can have the best technology and prestigious clients, but what makes the organization really move along are the people working inside.

To enhance the quality of human capital inside a call center, you have to invest in training. It must be continual and focused on long-term goals. Contributing to the formation of agents in an internal work training team is betting on team growth and therefore, bets on the growth of the business.

The problem now stands on how to convince high command to invest in improving the quality for everyone. It's difficult to prove the benefits because in traditional accounting, investments in human capital are seen as an expense rather than profit. As the benefits don't immediately impact the results, it should be stressed that these investments will improve results in the long-run.

Think for a second about an entire human group that is positively motivated. Not only will they achieve great things that benefit the profitability of the company, but will affect the functionality within work-groups and will undoubtedly mean the success of a call center.

However, we must wait since these changes will not be in the tech, but in people's attitudes.

Topics: Agents, call centers, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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