Challenges Call Center’s experienCe

ABSENTEEISM

-habitual pattern of absence from a duty or obligation

without good reason.
-unplanned
-indicator of poor individual performance
-breach of an implicit contract between employee and
employer.
 PLAN

– Change employee behavior through seminars and programs

– Reduce office stress

– Develop an encouraging and friendly workplace

Process
Fun—Filled
Activities
Hamburger
– Write down a different ingredient for a burger onto its own Post-It note
(or piece of paper). Then tape each note to the back of each player.

– Players must now assemble themselves in the order the burger was
made.

– Add a competitive vibe, by having two teams play against each other.
The first one to finish wins. Make sure you have plenty of space.
Death by Winking
– Every player gets a piece of paper — but one gets the paper with
‘M’ on it (for murderer), another for ‘D’ (detective). The rest are
marked with ‘V’ (victim).

– The detective must find the murderer, who starts “killing" by giving
their target a subtle wink. Victims should die, as soon as you’re
winked at.

– The game ends, when the murderer is found. The fastest detective
wins the entire game.
 Monthly Town Hall Meeting
– Between the manager and teams

– Important information announced

– Feedback between the employees

International Agents Day
– Agents dress up with costumes

– Design the whole office

Seminars and Programs
Giving Adequate Freedom to
Employees
Many business owners are quite reluctant
giving their call center agents freedom but
of fear of what they might do to
them,because of fear they are pushed to
come up with too many rules and guidelines
that leaves little air for agents to be creative
and openly express their individuality.
Building Great Work
Relationship
 – Trust

– Mutual Respect

– Mindfulness

– Welcoming Diversity

– Open Communication
Bank of the Representees
Do/Check
– Fun Filled Activities

– Monthly Town Hall Meeting

– International Agents Day

– Seminars

– Bank of the Representees

– The employees had fun and felt relaxed after a busy day

– Opened more avenues for ideas as well as a better relationship between the the
boss and the workers (Freedom of Speech)

– Management and the employees disagreed because it was costly and additional
work for the employees

– The seminars helped ,therefore, building a better status between the workers
making the workplace friendly and motivating

– Wasn’t favorable because the given budget is too low for the employees
– (30 pesos wasn’t encouraging enough)
Act
– Monthly Budget (400)

– Increase Incentives