CENTRE ENVIRONMENT
INDEPENDENT ORGANIZATION
Hires contact agents not associated Hires contact agents based on the
with a particular company organization’s guidelines
Is physically located away from the Is most times physically located within
company they work for (offshore) the organization’s building, or within
close range
PROVIDE QUALITY SERVICE
Handle incoming calls promptly and
courteously
Use a computer system to enter, store and
retrieve information
Take steps to handle the callers’ needs
• Staff facilities
• Computer networks and software systems
• Lines in/out
• Local exchanges
• Automatic call distribution system
• Interactive voice recognition system
• Operator facilities
• Internet services
COMPUTER NETWORKS
Telephone headset
Position title – this is also known as a job title and refers to the
specific position one holds e.g. ‘to obtain a position as a contact centre
agent’
Characteristics of Teams
• There is interdependent interaction among team members
• There is a common goal, mission or objective
• There is some organizational structure
• Each team member has specific tasks or functions
Take Action
You can deal with stress by taking an active role in decision
making, planning and organizing your life.
MANAGEMENT INTERVENTION
Management can contribute to reducing stress and
stamina management by:
• Having a fair sickness policy which will allow agents to
recover fully from illnesses before returning to work
• Providing canteen services which provide healthy meals
• Providing on-site gymnasiums for staff to exercise before or
after work
• Allowing agents to take assigned breaks