10 Common causes of tension between call center employees

10 Common causes of tension between call center employees

Faith Ocampo Published on May 15, 2017

young women in office arguing

A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts.

It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may dampen employee engagement and productivity, both of which are crucial in the customer service industry.
So instead of praying these conflicts away or waiting for them to disappear on their own, leaders must proactively address them. But first, you need to understand what causes discord in the workplace so you can find more effective solutions.
Here are the top 10 causes of conflicts in an organization.

1. Clash of personalities

coworkers arm wrestling showing employee rivalry

This one’s especially common in newly formed customer support teams, as it might take a while for freshly recruited agents to warm up to each other. The best way to avoid this is to encourage employees to mingle with one another in events outside the office. Organize dinner parties and team building activities to allow them to understand others’ personalities.

 

2. Unhealthy competition

Many call centers encourage competition among employees by rewarding their top-performing agents. This can be a good way to increase employee engagement and productivity. However, too much competition can result to rivalry and weak teamwork. To solve this, emphasize team-based goals in your organization instead of individual ones.

 

3. Differences in values

argument starting between coworkers during meeting

It can be hard for employees to form a strong bond with others whose values and principles contradict theirs. As a company leader, you can help solve this by making openness, empathy, and respect part of your organizational culture.

 

4. Poor leadership

Poor leadership may give birth to a long array of problems, including unhealthy office politics and lack of trust between managers and employees. To fix this problem, leaders should realize how crucial their role is in the contact center, while the top management must empower them through regular training and guidance.

 

5. Miscommunication

Often, what matters is not how often your customer service reps talk to each other but rather how clearly they understand each other. Miscommunication can lower employees’ morale or make them feel uncomfortable in the workplace. The best way to avoid this is to encourage employees to communicate with each other in a more straightforward manner while still adopting a respectful tone of voice.

 

6. Stress

seething office worker pulling hair out

Stressed out workers are more likely to vent out their frustrations in unhealthy ways. They may also become insensitive and inconsiderate, which can cause them to run into conflicts with others. Thus, encourage your staff to maintain work-life balance. Let them take more vacation days or organize company outings and events that they can join.

 

7. Conflicting priorities

Even if your team is working toward the same goal, they may prefer different ways of doing things. Some may also have different priorities. If not discussed properly, these differences can result to heated arguments and debates. To avoid this, remind your employees to stay focused on achieving the company’s objectives. This will encourage them to work in harmony with their colleagues.

 

8. Unequal task distribution

annoyed coworkers sitting by window

Leaders should ensure that employees of the same level and position are handling equal amounts of workload. Otherwise, those who are handling more responsibilities may end up resenting their colleagues who are given fewer tasks.

 

9. Lack of teamwork

All of the items listed above can lead to poor group dynamics and lack of teamwork. This is something all call centers must avoid. Otherwise, they can become inefficient and unproductive. The best way to build camaraderie among team members is to focus on improving your organizational culture. Uphold professionalism, encourage open discussions, and invest in employee engagement in order to encourage everyone to work well with others.

 

10. Unclear policies

annoyed coworkers confused with team leader

When your company fails to clarify its policies or isn’t consistent in their implementation, it creates confusion and distrust in the workplace. Eliminate any ambiguities or misunderstandings by educating employees about your workplace policies. You can include this in your employee onboarding process. Also, always inform your employees about policy updates or changes.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 week ago
How do you make your customers feel special?

1. Speak your customer’s language
2. Call back when you say you will
3. Say “please” and “thank you”

Here are seven more ways #CustomerService experts enhance customer experience and win customers' trust: https://buff.ly/3gZWV20

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
An agile #CallCenter can turn interactions in the most competitive industries into long-lasting relationships. This allows brands, especially #startups, to meet the rapidly changing demands of their market.

See what other advantages it offers: https://buff.ly/3e3uNZT

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
73% of customers prefer #LiveChat as their go-to channel for #CustomerSupport. This saves businesses time and expenses for higher productivity.

See how experienced #BPO providers offer excellent #CustomerService via live chat: https://buff.ly/3muh698

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Open Access BPO's #IT infrastructure was designed to adapt and integrate new technologies and features to meet market demands and client needs.

Learn more about how we can future-proof your #offshore operations: https://buff.ly/3e3uAWV

#WeSpeakYourLanguage #SmartRedundancy
Open Access BPO
Open Access BPO3 weeks ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 weeks ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!