MetLife's new guide sets out to help relieve the major problems that plague call centers: absenteeism, turnover and low productivity.
Employers complain that salaries are higher, retention is lower, and loyalty is almost non-existent. They've come to expect that employees will resign almost as quickly as they are hired, says the new guide, "Absence, Lost Productivity, and Seven Solutions." The culprit in most cases is stress, and most of it is related to work, family and personal issues. Centers where the work is repetitive and labor-intensive experience the most stress, short term disability claims, FML absences and high turnover; most stressed are those in telecommunications, where calls are expected to be quick, and representatives feel they have little or no personal control over the demands placed on them. Centers that provide full-service consultative solutions, where interactions are based on knowledge and information exchange, have the least stress and turnover. The seven solutions (each of which comes with a comprehensive explanation): 1. Screen potential employees for skill sets; 2. Involve the union; 3. Take advantage of technology; 4. Communicate the company's vision; 5. Involve everyone in health and wellness; 6. Assess the work environment; and 7. Educate employees. The guide is free: Call us for a copy or go to www.MetLifeEasier.com.
# 19816 Press release, METLIFE, 2-08-05
COPYRIGHT 2005 Work & Family Connection, Inc.
COPYRIGHT 2005 Gale Group
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