#contactcenterworld, @callforcedirect
Author: Candice Roberts, Founder and CEO, CallForce Outsourcing Solutions
In today's fast-paced and high-pressure business world, mental health and well-being have to remain top priority.
The demands of balancing our daily lives can often feel overwhelming, and as leaders it is important for us to create a working environment that supports mental health and encourages sustainable performance.
Managing a high-performing culture
Our people are at the centre of our business, and we are deliberate in our intentions to develop an environment of strong leadership and operational support that talks to the future of skills as we rapidly transition from conventional contact centre to tech-enabled environments with digitally skilled agents.
"Our ethos is the Agents universe is a mirror to the client’s universe" and to create a strong and transparent working environment across our business, we strongly believe in supporting and investing in our greatest asset, the people we employ.
Handling numerous customer complaints and queries or meeting aggressive sales targets can also take a toll on one’s mental health, but we want to change the perspective to see the significant role we play in elevating South Africa as a high quality, high value destination helping hundreds of customers with conversations that matter.
We are always hard at work to ensure that our workspace is one that promotes mental health and wellness. We strongly believe that a conducive working environment is the primary basis to achieve excellent results, ensuring that the mental wellbeing of our team remains an internal priority.
Connecting one-on-one
Coaching has been an integral part in encouraging open channels of communication within our environment. This employee engagement strategy is crucial in connecting one another in a meaningful way.
Financial stress and increasing cost of living
There are several things we don’t always have control over, such as the rapidly increasing cost of living and its financial impact but prioritising our mental health must remain a daily focus.
At CallForce we educate our team on the importance of financial wellbeing with tangible day-to-day tips to support this journey. Financial wellbeing has a direct impact on mental wellbeing.
Our savings initiative creates an optional savings strategy that puts money away on our employee’s behalf with the intention of building up a savings fund and reducing the stress and anxiety of those unforeseen events.
Juggling personal and professional life
Home life can be just as stressful as work life, if not more, especially now with hybrid working models in place. It’s not easy to handle both well while also keeping them separate.
Some of the advice we share with our team in maintaining a work-life balance is:
Commitment and care for one another
Mental Health awareness needs commitment from each one of us. It’s about creating a safe and supportive environment for one another. It’s about being accountable to one another to show care and to speak up.
Your mental health matters, the mental health of your colleagues matters and your daily contribution to the mental wellbeing of yourself, your family, your friends, and your colleagues matters.
As business leaders, we have a responsibility to prioritise the mental health and well-being of our employees. It's not only the right thing to do, but it's also essential for sustainable performance and success. By investing in our team's mental health and well-being, we can create a positive and productive work environment that supports our employees and enables them to perform at their best.
About CallForce:
DELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET
CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience.
Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations.
Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
Published: Monday, March 27, 2023
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