Holding a Glass of Water- Managing Stress in Call Centers.

10 / Sept / 2013

By Josie Foster

I recently read an article about young lady who confidently walked around the room while leading and explaining stress management to an audience with a raised glass of water. Everyone in the room assumed she was going to ask the obvious question…is this glass ‘half empty or half full?’ Instead, she inquired with a smile, “How heavy is this glass of water?” Answers from the class varied from 8 oz. to 20 oz.

Her response was surprising. “The absolute weight of this glass I am holding in the air doesn’t matter. What matters is how long I hold it. If I hold it for a minute, I should have no problems, but if I hold it for an hour, I’ll have an ache in my right arm. If I hold it for a day, you’ll have to call an ambulance. In each case it’s the same weight, but the longer I hold it, the heavier it becomes.” She continued, “That’s the way it is with our stress. If we carry our burdens alone all the time, sooner or later, as the burden becomes increasingly heavy, we won’t be able to carry on.”

As with the glass of water, in call center work, we have to put some responsibility down for a while and rest before holding it again. We also need to rely on and have faith in our teams that the responsibilities they are assigned to fulfill will be complete so we can feel comfortable allowing them to hold our glasses of water without dropping them. When we’re refreshed, we can carry on with our responsibilities – holding stress longer and better each time.

Dropping the proverbial glass of water could be disastrous in a call center environment. This is why Focus Services has created ClearView from the ground up to help managing stress in call centers. ClearView™ is the revolutionary business solution that brings new levels of visibility and accountability to all levels of your organization. By allowing you to see the weaknesses and strengths of each individual agent, in real-time, ClearView™ enhances communication with employees, increases productivity, streamlines the work process, increases customer service and loyalty, and drives performance to new levels.

Continued and precise monitoring of all aspects of our call center is what will be the axis upon which a company turns to success or failure. By having clear, correct, and second to second visibility of exactly what is happening on your floor, ClearView gives agents and management the ability to manage stress more effectively, allowing everyone on the floor to have enough faith in each other to work as a team instead of trying to hold up the glass of water alone, and unaided.