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Article : Prioritising Mental Health for Sustainable Performance

#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:

  • Break the habit of taking work "home". Stick to your working hours so you can be fully present when inside the office as well as out of the office.

  • Keep a good routine. Creating a daily routine and schedule has proven to decrease stress and improve health, happiness, and sleep patterns.
  • Communicate. Effective communication in both our personal and professional lives is critical in navigating through the things we need to achieve.

  • Take a break. Our minds and bodies need time to rest to reset and improve productivity.

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.

#contactcenterworld, @callforcedirect


About CallForce:
Company LogoDELIVERING 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
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Monday, March 27, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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