10 Common Causes of Tension Between Call Center Employees

Faith Ocampo Published on May 15, 2017 Last updated on January 10, 2023

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

call center employees having heated argument at work

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


    call center workers in heated competition

    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 at events outside the office. Organize dinner parties and team-building activities to allow them to understand others’ personalities.

    You may check in with your agents regularly to see how they are doing as they work with each other. This can help may prevent any conflict that you can detect early.

  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. This can be a good way to increase employee engagement and productivity. However, poorly designed competition strategies can result in rivalry and weak teamwork. Your agents can get disengaged from each other and only see one another as enemies that they must topple.

    To solve this, emphasize team-based goals in your organization instead of individual ones. Remember: you need to value everyone, not just a single individual and this creates a healthy environment even with competition.

  3. Differences in Values

    It can be challenging 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.

    You can also introduce conflict-resolution training that focuses on effective communication. Having your agents better equipped to resolve conflicts that may arise from their differences can be something crucial in the long run.

  4. Poor Leadership


    call center employees abandon bad team leader

    Weak management 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.

    Call center leaders should be empathetic, communicative, and have team-motivation experience that can boost the morale of your employees. It helps build trust within the team.

  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.

    Miscommunication can also happen with management, thus providing multiple avenues for agents to report problems is also important. Maintain an open-door policy, and have employees come to you with their concerns.

  6. Stress

    call center employees experiencing stress at work

    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

    Leaders should ensure that employees of the same level and position are handling equal amounts of workload. Otherwise, those handling more responsibilities may resent their colleagues who are given fewer tasks. Planning out how you do things can also have an impact on reducing the risk of conflicts with your employees. While encouraging collaboration, you should clarify rules, define roles, and facilitate the activities.

  9. Lack of Teamwork

    call center employees argument no 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

    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.

Taking appropriate steps to prevent and resolve employee conflicts is something that every company must do, it is not an easy task but it rewards you with higher productivity, a better retention rate, and a great work culture that everyone can enjoy.

Connecting with an outsourcing company that provides its employees with great training and management programs allows businesses to provide better customer experiences. We at Open Access BPO maintain a people-first approach to customer service for global brands.

Get in touch with us to learn more about our multichannel services that speak your customers language.

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.
Join us on facebook
Open Access BPO 16 hours ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗰𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗲 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲, 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀, & 𝘁𝗲𝗰𝗵 𝘁𝗼 𝗯𝗿𝗶𝗻𝗴 𝘁𝗵𝗲 𝗵𝗶𝗴𝗵𝗲𝘀𝘁-𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝘁𝗼 𝘁𝗵𝗲𝗶𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀.

Their goal is twofold:
• to please customers and retain them; and
• to differentiate themselves from competitors.

However, even with the right strategies, one customer service blunders can quickly turn a customer's experience sour.

Here are the #CX mistakes that can ruin your efforts: https://buff.ly/3T9AN8c

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/42TUVhR

#WeSpeakYourLanguage
#CustomerService #CallCenters
#MultichannelCallCenter
Open Access BPO 18 hours ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from 𝗽𝗼𝗼𝗿 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀 and 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘁𝗲𝗮𝗺𝘄𝗼𝗿𝗸, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/48pvHJr

----------
For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/48uy4dJ

#WeSpeakYourLanguage
#Customerervice #EmployeeManagement
#CX #CallCenterTraining #OutsourcingCX
#CustomerService #CallCenters #CSat
#CustomerCentric #HappyCustomer #productivity
Open Access BPO Yesterday
𝗪𝗲'𝗿𝗲 𝗽𝗮𝘀𝘀𝗶𝗼𝗻𝗮𝘁𝗲 𝗮𝗯𝗼𝘂𝘁 𝘀𝗼𝗹𝘃𝗶𝗻𝗴 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗮𝗻𝗱 𝗮𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝗽𝗲𝗼𝗽𝗹𝗲'𝘀 𝗹𝗶𝘃𝗲𝘀.

Open Access BPO improves customer, user, and digital experiences, to help you create meaningful connections with your global market.

We provide a broad range of outsourcing solutions including customer experience, content management, back office solutions, and knowledge process support. Our multicultural experts deliver these 24/7 services in over 30 languages from our six sites across Asia and the United States.

Contact us today:
www.OpenAccessBPO.com
+1.888.888.1519

- - - - - - - - - - - - - - - - - - - -
#WeSpeakYourLanguage
Open Access BPO Yesterday
Call center agents have certain qualities that may be overlooked by team leaders.
Many of those are just as important in empowering them to ensure #CustomerSuccess as effective #CX reps.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘀𝗼𝗺𝗲 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗯𝘂𝘁 𝘂𝗻𝗱𝗲𝗿𝘃𝗮𝗹𝘂𝗲𝗱 𝘀𝗸𝗶𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 #𝗪𝗼𝘄𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝗻𝗱 𝗹𝗲𝗮𝗱 𝘁𝗼 #𝗕𝗿𝗮𝗻𝗱𝗟𝗼𝘆𝗮𝗹𝘁𝘆: https://buff.ly/3Tcdtqf

----------
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/3uWmydr

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗶𝘀 𝗼𝗻 #𝗜𝗻𝘀𝘁𝗮𝗴𝗿𝗮𝗺!

Follow us today for outsourcing industry insights and catch up on company news and events, features, and weekly blog updates: https://buff.ly/49vIL1g

#WeSpeakYourLanguage
#OpenAccessBPOconnect
Open Access BPO Yesterday
Monotony is the last thing people expect from #CustomerService.

𝗗𝗲𝘀𝗽𝗶𝘁𝗲 𝘁𝗵𝗲 𝗽𝗿𝗼𝘁𝗼𝗰𝗼𝗹𝘀 𝗮𝗺𝗼𝗻𝗴 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿 𝗮𝗴𝗲𝗻𝘁𝘀, 𝗰𝗿𝗲𝗮𝘁𝗶𝘃𝗶𝘁𝘆 𝘀𝗵𝗼𝘂𝗹𝗱 𝘀𝘁𝗶𝗹𝗹 𝗯𝗲 𝘂𝘀𝗲𝗱 𝗶𝗻 𝘁𝗵𝗶𝘀 𝗹𝗶𝗻𝗲 𝗼𝗳 𝘄𝗼𝗿𝗸.

Discover just how important #creativity is for #CallCenters in our latest blog post: https://buff.ly/3uDDkOD

----------
Transforms customer interactions into exceptional #CustomerExperience with our skilled & creative #CX reps!

Contact us today and we'll elevate your brand's #CX:
https://buff.ly/3IjtxA9

#WeSpeakYourLanguage
#CustomerSupport #CSat #CX
#OutsourcingCustomerService
#CustomerExperience
Open Access BPO