Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume I, Issue 3

Date: September 25, 1999 - Change Management, Part II

We talked about the two types of structural change last month. This month I'd like to talk about the changes in the call center itself. Of course, the obvious ones we know about - reorganizing, downsizing, new configurations, new teams, procedures, protocol, products and/or services, new management and the like.

Today the lines of demarcation are faint at best. No longer is the telephone the only means of communication. No longer is a pleasant voice the important criterion for a new CSR. With fax machines, e-mail, website 'call me' buttons, interactive chat rooms, cell phones, voice mail, etc., multi media takes on a whole new interpretation.

What this adds up to is higher stress levels for everyone. Why? Because the job doesn't necessarily end at the end of a shift or at 5:00 pm today. But you take your jobs home with you in your car phone, your cell phone, your voice mail, fax machines, etc.

What can you do about it? First and foremost, recognize and take ownership of your level of stress. And here are a few tips to incorporate into your day:

1) Breathe. Take a deep breath in through your nose, hold for a count of 10 and exhale through your mouth.

2) Walk when the distance isn't too far - like parking at the mall!

3) Return the shopping carts to the grocery store.

4) Get up to change the TV!! More to come...

Quote for the week

Have a nice day -- unless you have other plans.

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