Written on November 25th, 2009 by Mignonno shouts
Telephone calls offering a 30-minute insurance survey or a time-share holiday around dinner time rank high on most households’ unwanted list.
But the people on the other end of the line don’t find the experience too pleasurable either, a new survey indicates.
Thousands of Australian call centre workers are more stressed than ever before, according to the national survey commissioned by the Australian Services Union (ASU) of 1,549 staff.
It compared the figures with an earlier benchmark study of the industry in 2000.
The call centre industry – which includes workers who make and take calls – has unique types of stress, unlike other office jobs, the ASU says.
Job insecurity, constant monitoring by unsupportive management and few opportunities for rest breaks were among the biggest complaints of call centre workers identified in the results.
It also found more than one-third of those surveyed reported being always or often stressed and disliked targets and “key performance indicators”.
One worker, who wanted to be known only as Enza, has worked in the call centre industry for nine years and says stress levels have soared in recent times.
She says company policies can often change.
“So you think you have a certain parameter that you can work within,” she told reporters on Thursday.
“And then when they feel that these averages are being met then they can change again so then there’s another load put on you of having to then meet brand new targets.”
The $15 billion call centre industry is one of the fastest-growing in Australia, employing more than 250,000 people.
ASU assistant national secretary Linda White said the union would use the research to work with call centre management to reduce health risks.
The ASU has launched an online “stress-o-meter” to assess call centre workers’ stress levels and provide resources to improve workplace health.
article from: http://news.theage.com.au/breaking-news-national/call-centre-stress-levels-soar-survey-20091119-inth.html
BE Intent
Written on November 23rd, 2009 by Mignonno shouts
We offer comprehensive live reporting and collective results, so you can know the mood of your organisation without the need for expensive consultants. You can measure results and create an effective strategy.
Our reporting helps you get an insight to how your team really are feeling, and thanks to our unique New Zealand made [ Choose My Day ] desktop application your team are able to work towards achieving their chosen state of mind by receiving hourly exercises and intents.
Through studying physiological and emotional connections to colour, language and shape, each intent is made to contribute to a certain state-of-being as well as to encourage a micro-pause.
Want to know how BE Intent can work for your organisation? Contact us for a free presentation!
BE Intent
Written on November 5th, 2009 by Mignonno shouts
Quarterly Mood data results for July, August, September 2009 show some great changes in the profile of our collective organizational results. We’ve seen the Start State of Tired half from 42% to 21%, and in fact last quarter 82% of staff were starting their work day in a negative frame of mind, this quarter sees it drop to 62%. We’ve also seen a big jump of staff requesting Happy, which pushes it up to third most request mind-set after Energized and Focused.
The impeding summer months are seeing predominantly Physical Self Motivators being chosen by staff such as BE Hydrated, BE Slim and BE Fit, with BE On TO It just pushing through to second place.
What’s happening in your workplace?
Our approach to workplace wellness is creating self-directed employee tools that build strength from within your organisation. The model of leader driven engagement often misses parts of an organisation and doesn’t account for individual learning processes and different starting points. We researched ways to cost-effectively communicate with staff in an engaging way that encourages self-directed learning and personal responsibility.
We help staff identify their own strengths, challenges and set themselves goals. With each member of a team taking responsibility for their mindset each day, it creates a self-reliant team who want to find solutions.
Staff start asking themselves “what is possible?”, rather than waiting to be directed from above.
We want to introduce an “Award for intelligent mistakes” to encourage creative thinking and problem solving ….. what do you think?
These are tough economic times and having a team who DO MORE WITH LESS has far reaching effects on an organisations bottom line, as well as fostering a sense of individual achievement.
Our unique [ Choose my day ] tool helps staff take charge of their day, helps measure team and individual goals and gives you a daily snapshot of your organisations mindset!
Personalised to each staff member, our program helps staff take control of their state-of-mind and make the most of each hour and each day.
Exercises help inspire, motivate and enable staff to improve customer service and support. Confidence boosters and stress management tools help uplift mood and energy and refocus staff when dealing with difficult customers.
We also customise content for your business – incorporate existing well-being initiatives, communicate your company mission, training and values, or special messages from your CEO or managers that inspire and engage on a personal level.
Engaged, focused and productive staff make for healthy business an d we help you make that happen!
BE Intent
