Call Centre Culture

Many call centre operators in Kenya are facing the same challenge. Changing staff mindsets. Gone are the days when one would come to work, hang their coat on the back of their seat and proceed to leave the office for the day, returning in the evening for their coat. The call center industry is especially strict on productivity. No one can make a profit with tardy, absent or indisciplined staff.

Call Center culture is very different from other jobs. Everything hinges on the productivity of the agent. Payment is made per log in hour or per sale made. The same goes for BPO and KPO work. You are paid per transcription hour, per sms sent, record completed, form filled or article written. Everything is based on performance. It goes without saying therefore, that agent time management is monitored closely to ensure the said productivity.

Sadly though, some agents mistake this micromanagement for oppression. They think they are being treated as children and would rather be allowed to self govern. Anything left to itself tends towards entropy. When left to themselves most agents will come from break 5 minutes late, and wrap up a call for an extra 1 or 2 minutes, become unavailable to take calls every now and then and the like. The truth of the matter is that every supervisor wants agents that will self govern. But how many can be trusted to do what they should?

It is then left to call centre operators to teach call centre culture to these agents. No tardiness, no absenteeism, no dilly dallying and definitely no slacking on this job. Without a doubt, there is no hanging your coat on the back of your seat and taking off for the day.

It's a new day working nation!