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Struggling in your call center job search? Explore the power of video resumes to stand out.
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Struggling in your call center job search? Explore the power of video resumes to stand out.

Many job seekers struggle to secure interviews despite submitting tailored resumes and cover letters. If your job search efforts have yielded little response, it may be time to consider an innovative approach: the video resume.

Video resumes are a unique way to showcase your skills and personality to help set you apart from other applicants. Let’s explore the potential benefits and how to create an engaging video resume that’ll make you shine.

 

Why You Should Think About Submitting a Video Resume

Applying for call center jobs can be competitive. Even with a great resume, it can be tough to get noticed amongst a bunch of other applicants. That’s where a video resume can really help.

Think about it: when recruiters have to go through a ton of resumes, a video can grab their attention better than a piece of paper. Plus, in a job where talking to people is a big part of your work, a video lets you show off your communication skills right from the start.

Here’s why it might be a better choice than a traditional paper or digital one:

  • Grabs attention: A video is more visually engaging than plain text. This makes it more likely for recruiters to remember you.
  • Highlights your skills: Unlike a static resume, a video lets you show your enthusiasm, communication skills, and confidence. These are all crucial assets for call center jobs.
  • Tells your story: You can use the video to explain any gaps in your employment history. For instance, you could share relevant experiences that might not fit neatly on a traditional resume.

 

Related Article: Not Sure Where to Start on Your Job Search? 4 Tips to Help!

 

Go Viral! How to Create Your Very Own Video Resume

If you’re considering creating a video resume, it can be a fun and exciting experience. It may even help you land that dream job! Here’s how to create a video resume.

 

Consider if a video resume is relevant to the job you are applying for.

Video resumes are gaining traction, especially in creative fields like customer service. But before you record, always check the company’s application instructions to see if they accept them. This ensures your application meets their requirements and shows your attention to detail.

 

Prepare a resume draft and turn it into a short script.

Instead of a traditional resume draft, prepare a resume tailored to the call center role you’re applying for. This tailored resume becomes the core of your video script.

Having a script lets you rehearse your points beforehand. This ensures you come across confidently and avoid awkward pauses during filming. Moreover, tailoring your content lets you highlight the skills and experiences most relevant to the position.

Here’s what to include in your resume:

  • Skills: Focus on the skills that make you a great communicator and customer service pro. This might include active listening, problem-solving, patience, and a positive attitude.
  • Experience: Highlight any relevant experience you have, even if it’s not directly in a call center. Did you volunteer on a helpline? Were you part of a school debate team? These experiences can showcase your communication and interpersonal skills.
  • Achievements: Quantify your achievements whenever possible. Did you consistently meet or exceed customer satisfaction targets in a previous role? If so, mention it.

 

Related Article: Is Your Resume Sending Mixed Signals?

 

Find your filming spot.

You can choose to film in one location or across several. But the important thing is to opt for a well-lit, tidy space free from distractions. This will ensure that your viewers can focus on you and your message effectively.

 

Your device matters.

Now that your script is ready and your filming locations are chosen, it’s time to choose the right devices. Ensure that your device can capture video and audio clearly to create a high-quality video resume. If your space isn’t well-lit, you might also consider a ring light for even illumination.

 

Ready yourself.

Just like in a face-to-face interaction, your appearance, demeanor, and presentation can greatly influence your perception. These elements are even more critical in a video because they’re often the first and sometimes only impression recruiters or hiring managers have of you.

A polished and professional video demonstrates your attention to detail, professionalism, and commitment to the opportunity. These can significantly impact your chances of securing an interview or job offer.

 

Start recording your video.

Sit or stand up straight and remember to smile. Speak clearly and at the right volume so viewers can hear your message effectively. Avoid excessive movement, as it can distract viewers from your message. Keep your chin up and ensure no shadows or hair cover your face to allow viewers to fully appreciate your expressions.

Feel free to record multiple takes until you’re satisfied with the outcome. And be sure to take breaks in between to freshen up and maintain a polished appearance throughout your video.

 

See if you need additional visual elements.

Review your recorded footage and assess if additional visual elements would enhance your video resume. Consider incorporating thought bubbles, charts, subtitles, or illustrations to complement your narrative. For instance, you could use an illustration of a trophy or ladder to highlight your achievements visually. Take note of these visual cues to incorporate them seamlessly during the editing process.

 

Edit the video.

Time to put the finishing touches. Before diving into the editing process, gather a few stock images or icons from online sources like Pexels, Unsplash, or Freepik to enhance your visual elements. When editing, ensure that your recordings and additional visuals are arranged neatly and effectively. Consider adding background music to make the video more engaging.

Keep your video concise and easy to digest. Aim for a duration of one to two minutes. This ensures that viewers can absorb the information quickly and retain key details. Don’t forget to include your contact information or website at the end of the video for potential employers to easily reach out to you.

 

Gather feedback from people you trust.

Before uploading your video resume, share your video with them and ask for their input on the content, quality, and overall presentation. Consider their suggestions for any necessary additions or improvements.

Take the time to revise your video based on the feedback received and ensure it meets your desired standards. Once you’ve made the necessary revisions, your video resume is ready for upload.

 

Choose relevant platforms for uploading.

LinkedIn is an excellent choice as it’s where many employers and hiring managers actively search for candidates. Additionally, consider sharing your video on other social media platforms such as Facebook, Instagram, and Twitter.

When posting, include a brief caption explaining the purpose of your video resume. Use relevant hashtags like #HireMe, #JobSearching, and #OpentoWork to reach a wider audience and increase discoverability.

Read More: Hashtag Your Way to Success: Social Media Secrets for Job Seekers

 

FIND YOUR NEXT BEST OPPORTUNITY THROUGH SALEM SOLUTIONS

Finished crafting your traditional resume, or have you ventured into the realm of video resumes? Whether you’ve opted for the classic approach or taken the bold step of creating a captivating video resume, Salem Solutions can help connect you with the best call center employers. Contact us today to begin collaborating on your journey toward your next great opportunity!

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Unlock workplace innovation with multigenerational diversity. Engage young professionals and seasoned call center leaders for unique solutions.

Think about your typical work meeting. You might imagine a room full of people your age, right? But the reality is that today’s workforce is made up of more than just one generation. Generation Z is stepping into the office, while some older workers are opting to retire later in life.

As younger individuals enter the workforce, it’s important to recognize the diversity they bring, not just in terms of skills and perspectives but also generational experiences. Having a mix of generations in the workplace can be challenging due to differences in life stages, work styles, and cultural references.

With their innate familiarity with digital platforms and innovative mindset, they can transform traditional call center operations with their unique abilities. Combined with veteran workers’ wisdom, this blend produces creative, future-focused solutions.

 

Generational Layers: Young Professionals in the Workplace

Each generation defines itself by the unique qualities it brings to the table. If you’re interested in learning about the roles of young professionals at work, here’s what motivates them.

 

Generation Y

Millennials, or Gen Y, were born between 1981 and 1996. They currently comprise the largest segment of the workforce and are expected to make up 75 percent of the global workforce by 2025.1 Millennials are known for their enthusiasm for innovations and strong “startup” mindset.

Like Generation X leaders, Millennials value a healthy balance between work and personal life. They seek flexibility in the workplace, including opportunities to work remotely. Their focus is on working efficiently over long hours, making them skilled at multitasking. Millennials are known for their eagerness to learn and grow. They also value regular feedback from their employers.

 

Generation Z

Born between 1997 and 2015, Generation Z is the youngest group in today’s workforce. They are the first generation to grow up in a fully wireless world. As genuine digital natives, even more so than Millennials, Generation Z is always connected and is widely regarded as the most tech-savvy among these generations.

This generation is known for being creative, flexible, and self-reliant. Although they share similarities with Millennials, Generation Z is more careful and values stable careers. They’re always connected, making them great at multitasking but easily distracted. They also prefer getting quick employer feedback because they have shorter attention spans.

 

The Benefits of Employing Young Professionals in Call Centers

Having young professionals in your organization brings a wealth of advantages. Let’s explore why young people can be an asset to your business.

Read More: Looking for Gen Z-ers? Perks to Offer When Recruiting

 

Innovation and Diversity

Young employees bring fresh perspectives and innovative thinking to your workplace. They are open-minded, value diversity, and promote inclusion. Employing young professionals helps your business stay relevant and introduces various experiences and new ideas.

 

Technology

Technology is advancing quickly, changing how we work and the skills we need. The younger generation, often called “digital natives,” have grown up with technology and are comfortable using different types of technology at work. They can even help older workers learn. Having young people on your team might help your business implement new processes, technologies, and platforms.

 

Building Relationships within the Community

Young workers on your team can help you connect with and reach a younger market. They bring connections that older employees may not have, such as involvement in sports clubs, educational settings, or local recreational and volunteer groups. Their understanding of younger peers allows them to connect with this demographic and contribute to your business’s growth.

 

Openness to Learning

Millennials and Gen Z are used to learning and are excited to apply their skills in the workplace. Many have recent training, so they’re up to date with the latest knowledge. They’re open to absorbing new information, making it easy to develop their skills to fit your needs. Plus, they’re flexible and eager to grow, so they can learn and adapt to your business’s requirements.

 

Empowering Younger Workers: Enhancing the Workplace Experience

Building a supportive and fulfilling workplace isn’t just about catering to the younger generation’s preferences. It’s also about creating an environment that benefits everyone involved. Let’s explore strategies for cultivating a healthy team culture that enhances the workplace experience.

 

Younger people desire purposeful jobs that prioritize their well-being.

Future generations value meaningful work and are more willing than previous generations to leave if they cannot find it. As discussed in the “Quiet Quitting and the Meaning of Work” session, young people are turning away from jobs that lack fulfillment and have toxic workplace cultures, unrealistic workloads, and an “always-on, always-available” expectation.2

Similarly, a report from A-Gen-Z found that hashtags like #quietquitting and #greatresignation have been viewed 570 million times on TikTok.3 This shows how important this topic is for young people.

Younger employees want to feel that their work positively impacts society and the environment. They also value benefits like paid time off, mental health support, and on-the-job coaching, and they want to know that their managers genuinely care about them. Empathetic, compassionate, authentic, and self-aware leaders inspire young people and are what they strive to become.

Related Reading: 4 Ways to Create a Culture That Supports Call Center Agents’ Mental Health

 

Learning opportunities will help retain young employees.

Young people have concerns about the future, including economic challenges, social divides, environmental risks, and geopolitical tensions. Yet, they also hold hope. They are practical, adaptable, and value the importance of ongoing learning.

Additionally, they are attentive to changing situations and interested in exploring risk and resilience within the workplace. They actively question their blind spots and swiftly adapt as necessary. These skills are valuable assets that organizations should tap into.

They look for employers who offer employee learning and development opportunities and training. They aim to address global challenges and use their work time to develop solutions, learn from experts, explore possibilities, and inspire action within their companies. Call center leaders should embrace young employees’ sense of purpose, thirst for learning, and drive to make a difference.

 

Collaboration across generations begins with active listening.

The World Economic Forum is dedicated to including young people in decision-making processes. That’s why 50 Global Shapers were invited to Davos to highlight important global and local issues and advocate for urgent action.4

But working together across generations shouldn’t end there. Young professionals should be involved in making decisions at all stages of society, even in boardrooms and focus groups at work. Achieving equality between generations begins with meaningful dialogue.

As call center leaders, it’s important to prioritize listening just as much as speaking. You should carefully consider how your company can collaborate with young employees to address important issues. Successful businesses must engage with young employees and pay attention to their wants and needs. You should listen attentively, understand their perspectives, and meet them where they are.

Different things make it possible for young people to join the workforce in meaningful ways. However, business leaders who listen, recognize unmet needs, and provide practical solutions will earn young employees’ loyalty, passion, and dedication.

It’s up to all of us to work together to shape the future through collaboration. One effective way to expedite this process is to ensure that young people have a stronger presence on boards where decisions are made.

Giving young individuals more chances to engage in leadership positions allows us to access their talents and insights, leading to a more dynamic and forward-thinking approach to leadership and problem-solving within the organization.

Read More: Rising Trend: Graduates Flock to Thriving Contact Centers Amid Job Shortages

 

HARNESS THE NEW GENERATION’S TALENTS AND UNIQUE PERSPECTIVES

As you prepare to welcome young professionals into your workforce, Salem Solutions is a strategic partner in optimizing the recruitment and integration process. Our expertise in understanding the needs and preferences of young talent enables us to assist you in attracting, selecting, and retaining top-performing individuals. Contact us today to begin a brighter future with the next generation of talent.

References

1. Timmes, Michael. “Council Post: Millennials and Gen Z: Now Is the Time to Reshape Businesses to Harness Their Power.” Forbes, www.forbes.com/sites/forbescoachescouncil/2022/06/27/millennials-and-gen-z-now-is-the-time-to-reshape-businesses-to-harness-their-power/.

2. “Quiet Quitting and the Meaning of Work.” World Economic Forum, 2024, www.weforum.org/events/world-economic-forum-annual-meeting-2023/sessions/quiet-quitting-and-the-meaning-of-work/.

3. A-Gen-Z Report. What Business Needs to Know about the Generation Changing Everything. 2023, www.oliverwymanforum.com/content/dam/oliver-wyman/ow-forum/template-scripts/a-gen-z/pdf/A-Gen-Z-Report.pdf.

4. Schwab, Klaus. “World Economic Forum Founder: Young People Are Right to Be Angry, and They Deserve Seats at the Table.” TIME.com, 16 Jan. 2020, time.com/collection-post/5764096/youth-anger-klaus-schwab/.

 

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Empathetic leadership fosters inclusive environments where everyone feels understood and respected. Learn how empathy drives positive change and success.

Empathetic leadership means recognizing other’s needs and genuinely understanding their feelings, thoughts, and experiences. This kind of leadership creates a warm, inclusive environment where everyone feels respected and understood.

Empathy used to be seen as an unimportant “soft skill.” However, as workplaces become more diverse, understanding and connecting with people from different backgrounds is extremely important. Empathy helps create a positive and productive environment for everyone.

Leaders who focus on understanding each team member can use everyone’s unique talents and viewpoints. This allows for more innovation and helps the organization succeed.

 

The Power of Empathy: Driving Positive Organizational Change

Empathy is helpful during tough times, when people feel burned out, or when looking for fulfillment at work. Studies show that empathy has significant positive effects in the workplace. It can greatly benefit employees and the entire organization.1

  • Innovation: Employees who perceived their leaders as empathetic were significantly more inclined to report their ability to innovate. Specifically, 61 percent of these employees felt capable of innovation, compared to only 13 percent of those whose leaders were perceived as less empathetic.
  • Engagement: 76 percent of individuals who felt empathy from their leaders reported higher levels of engagement. In comparison, 32 percent reported lower levels of engagement when experiencing less empathy.
  • Retention: Retention rates were higher among white women and women of color when they felt their companies respected and valued their life circumstances—57 percent white women and 62 percent women of color reported being unlikely to leave. But when they did not feel this level of support, 14 percent of white women and 30 percent of women of color expressed reluctance to leave.
  • Inclusivity: Half of the individuals under empathetic leadership stated that their workplace promotes inclusivity, whereas 17 percent of those under less empathetic leadership felt the same way.
  • Work-Life Balance: Individuals who perceived their leaders as more empathetic reported an 86 percent success rate in managing the demands of both their professional and personal lives, balancing work responsibilities with personal and family obligations. In contrast, 60 percent of individuals who felt less empathy reported a similar experience.

 

When leaders use empathy, challenges become opportunities to grow. Difficult moments help build resilience and lead to shared success for everyone.

Leading with Heart: Integrating Empathy into Leadership Practices
Becoming a more authentic and empathetic leader takes dedication and commitment. If you want to lead with empathy, many strategies and practices can help nurture empathy in your leadership style.

Related Reading: 6 Qualities That Make a Great Call Center Agent

 

Engage in active listening.

Active listening involves more than just hearing words—it requires genuinely understanding other people’s perspectives, feelings, and messages. Instead of planning your response or thinking ahead, focus on giving your full attention without interruption or judgment. This skill is crucial for empathetic leadership because it starts with listening.

For example, a call center agent faces difficult customer interaction. An empathetic leader can actively listen by stepping in, de-escalating the situation, and offering support to the agent afterward. This demonstrates a sincere interest in understanding and supporting team members.

There are many ways you can improve your active listening skills, such as:

  • Maintain eye contact to show attentiveness and engagement.
  • Pose open-ended questions to encourage deeper conversation and understanding.
  • Use nonverbal cues, like nodding or leaning forward, to indicate interest and understanding.
  • Reflect on and summarize the speaker’s main points to demonstrate your understanding and encourage further discussion.

 

Stay fully attentive.

One of the challenges of implementing empathy is staying fully attentive. An empathetic leader practices attentive listening when talking, not getting distracted by checking the time, looking around, or using their phone. It means giving their full attention.

When someone is speaking, the empathetic leader listens. Especially when the other person is expressing emotions, you remain fully present, understanding their experience. The focus is on understanding their perspective and considering ways to offer support and assistance.

 

Embrace the idea of being vulnerable.

As a leader, it’s important to recognize that vulnerability is a strength, not a weakness. It’s surprising how the idea that a good leader should be distant, unemotional, and robotic has persisted for so long. A leader who can relate to employees on a genuine, human level is much more effective.

For instance, leaders might share their own experiences with challenging customer interactions. This demonstrates vulnerability, acknowledges the job pressures, and cultivates a sense of shared experience among agents.

This is supported by Gartner’s study, which revealed a 37-percentage point increase in employee engagement among those who view their leader as human compared to those who do not.2

Being open about challenges and admitting mistakes makes a leader more relatable and approachable. It breaks down barriers and humanizes their role. Leading by example through vulnerability can also promote a culture of openness and honesty. It creates a workplace where employees feel comfortable sharing their ideas and concerns without fearing judgment.

Related Reading: 4 Ways to Create a Culture That Supports Call Center Agents’ Mental Health

 

Drop all forms of judgment.

Empathetic leaders avoid making judgments, even when others’ emotions clash with theirs. They consciously release biases and remain receptive to alternative viewpoints. As an empathetic leader, one doesn’t categorize others’ feelings as right or wrong but sees them as insights into their perspectives and worldviews. It’s an opportunity to understand their experiences and expressions better.

Show genuine interest.

Empathetic leaders don’t just care about what employees do at work but also about who they are as individuals. They take a personal interest in their lives, asking about their challenges, families, and goals. This genuine concern creates a deeper connection and trust between the leader and their team.

For example, scheduling regular one-on-one meetings to discuss performance, well-being, and career goals. This shows employees that they are valued as people, not just metrics.

However, when a leader lacks empathy, team members often hesitate to share their thoughts and feelings openly. They may perceive interactions as transactional and impersonal, leading to isolation within the team.

 

Stay open to change.

Change is bound to happen, so the capacity to adjust isn’t a choice—it’s a necessity. Adaptable leaders effectively handle changing circumstances. They acknowledge that things might not always go according to plan but maintain a constructive outlook. They can deal with stress, resistance, and concerns.

An emotionally rigid leader might shut down discussions, but an emotionally flexible one adapts the approach and finds creative solutions. For instance, if someone needs more time to meet a deadline, a flexible leader will accommodate it and form a backup plan.

 

Be an effective communicator.

Be an effective communicator.
Empathetic leaders prioritize transparent communication where the intentions behind their words and actions are understood. They also consistently clarify the reasons for their decisions. They encourage their team to share concerns without hesitation and are always available. They ensure everyone knows what they need to do by articulating their goals clearly.

 

Show your commitment.

Becoming more empathetic isn’t a sudden transformation that happens with a single decision. It is gradual over time. It demands a consistent dedication to understanding others’ perspectives and emotions and a firm commitment to maintaining the right mindset.

This means actively practicing empathy in daily interactions, being open to learning from experiences, and continuously reflecting on one’s attitudes and behaviors. That way, little by little, you’ll find yourself becoming more empathetic and building stronger connections with those around you.

Read More: Empowering Workforce Well-being: 5 Strategies to Align Company Culture with Employee Mental Health

 

CULTIVATE AN EMPATHETIC APPROACH WITH SALEM SOLUTIONS

Salem Solutions is passionate about helping organizations create an empathetic workplace. We take the time to understand your values and goals to find the right candidates for your team. Let us assist you in building a supportive, inclusive workplace for your team. Contact us today to find leaders who can foster empathy in your workplace.

References

1 PhD, Tracy Brower. “Empathy Is the Most Important Leadership Skill according to Research.” Forbes, www.forbes.com/sites/tracybrower/2021/09/19/empathy-is-the-most-important-leadership-skill-according-to-research/?sh=77785f953dc5.

2 “Gartner HR Research Identifies Human Leadership as the next Evolution of Leadership.” Gartner, www.gartner.com/en/newsroom/press-releases/06-23-22-gartner-hr-research-identifies-human-leadership-as-the-next-evolution-of-leadership. 

 

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Feeling the call center stress syndrome? It might be time to consider your well-being. Learn about signs of quitting your job for mental health.

Call centers can have fast-paced and demanding environments. While some stress is normal, it’s important to be aware of the signs that your mental health might be taking a hit. We’ll explore some signs to watch out for and alternative solutions you can explore before reaching the point of quitting.

 

The Current Workplace Mental Health Landscape

Feeling the strain of mental health challenges at work? You’re not alone. In fact, a whopping 86 percent of employees still see mental health as a pressing concern in the workplace.1

Why? Burnout and toxic management practices are hitting hard, leaving many feeling drained and disillusioned. Add in stagnant wages, and it’s clear that broader economic issues are fueling the fire of workplace stress. This toxic combination can lead to Call Center Stress Syndrome. It’s a real issue that can result in decreased productivity, poor customer service, and increased healthcare costs.

But here’s the thing: when all that stress piles up, it can ignite a powerful urge to quit. The numbers also speak volumes: a whopping 57 percent of employees are battling burnout, and only 48 percent feel truly cared for in 2023. This is a sharp drop from 56 percent in 2022 and 59 percent in 2021.2

You’re not alone in feeling this way. However, it’s important to take a step back and assess your situation. Knowing when it’s time to quit and whether you can work things out are both crucial considerations.

 

Is It Time to Move On?

Working in a call center can be tough on mental health, but recognizing when it’s time to consider quitting is important for your well-being. Here are some signs to watch for:

 

Chronic Stress

Call center jobs can be fast-paced, and it’s normal to feel stressed when you have a big project or a looming deadline. But if that pressure becomes chronic—if it leaves you constantly overwhelmed, burnt out, or anxious, even after work. It might be a sign that your environment is impacting your well-being more than usual.

Read More: The Ultimate Guide to Combat Customer Service Burnout: Symptoms, Causes, and Solutions

 

You’re Always on Call

Does work consistently intrude on your personal life? Does it leave you with no time to relax or pursue hobbies? If your life feels like it revolves around work all the time, it can lead to burnout. If you’ve talked to your employer about creating a better work-life balance and haven’t seen improvement, it might be time to consider other options.

 

Feeling Like You Don’t Belong

Constantly feeling like an outsider at work? Whether due to a lack of support from colleagues or a mismatch in company culture, can chip away at your confidence and sense of self-worth. Remember, you deserve to feel valued and respected. If you’ve tried to improve the situation and things haven’t changed, it’s perfectly okay to walk away and find a more positive environment where you can thrive.

 

Toxic Workplace

Call centers can be fast-paced and demanding environments. While challenging goals and high volumes of interactions are normal, a truly toxic workplace goes beyond that. It can include being pressured to meet unrealistic quotas or goals that are outside your control, along with constantly facing verbal abuse or harassment from callers without management intervention.

If you are constantly stressed about these factors and attempts to improve the situation haven’t succeeded, it’s important to prioritize your mental health and consider exploring other options.

Read More: Empowering Workforce Well-being: 5 Strategies to Align Company Culture with Employee Mental Health

 

When It Makes Sense to Stay Put

Here are the reasons why quitting might not be the answer.

 

Temporary Stress

Sometimes feeling a little stressed at work is normal, like when you have an important project due soon. But there’s a big difference between that temporary strain and chronic, overwhelming stress that makes you miserable even after clocking out.

If it’s just a temporary crunch, don’t panic. There are things you can try to ease the pressure:

  • Open up to your manager about how you’re feeling. Maybe they can help adjust some deadlines or reshuffle your tasks to lighten the load.
  • See if coworkers can help out by taking something off your plate during this busy time.
  • Use stress-relief techniques like taking breaks, doing breathing exercises, or going for walks.

Speaking up is okay! A little communication can go a long way toward making this stressful spell much easier to manage.

However, if the overwhelming feelings persist for weeks or months on end, that’s a red flag. Constant, unrelenting stress means this job may be taking too big a toll on your mental health. In that case, it’s worth exploring options to improve your situation or move on.

Read More: The Importance of Wellbeing and Health in the Workplace

 

Lack of Skills Development

Just because a call center role might not seem like it offers growth opportunities right now doesn’t mean you have to quit after a short time. Many call centers offer training programs or development opportunities in customer service, communication, or project management.

So, what can you do? Talk to your manager. Schedule a meeting to discuss your desire for growth. You could also ask about any training programs or resources available to help you develop new skills relevant to your career goals.

 

Financial Strain

Quitting your job, especially without another one lined up, can cause serious financial stress. If you don’t have savings or a new job secured, consider how it might impact paying bills and meeting other expenses. Before making any quick decisions, ask yourself: Is the job really that bad, or could things get better with some tweaking?

Exploring resources or support networks can also help you through tough times. While quitting might seem like a solution to escape stress, it’s important to consider the long-term effects. Being unemployed can bring more challenges, like financial insecurity and difficulty finding a new job.

 

Short-Term Issues

Resigning might seem like a drastic step if you’re encountering new or relatively minor issues in your call center role. Instead of jumping to conclusions, consider conversing with your supervisor or HR department to address the concerns. Open communication can often lead to swift resolutions in a call center’s fast-paced environment.

Proactively problem-solving can make a significant difference. Whether it’s adjusting your workload, clarifying expectations, or improving communication channels.

 

Know Your Options for Well-Being

Feeling like it might be time to quit, or maybe you’re thinking of sticking it out? Either way, you’ve got options. Before you jump into any big decisions, remember this: taking care of yourself comes first. Quitting can be pretty scary, especially with everything going on in the job market.

So, take a breath, think it over, and remember that you deserve to work somewhere that values your mental health just as much as you do.

 

START FRESH WITH SALEM SOLUTIONS

Thinking of quitting your job or maybe you’ve just left one? We’ve got you covered! Salem Solutions understands the challenges contact center employees face, and we’re here to help. Our team can match your skills and values with the culture of our best call center partners. Send us a message so we can begin helping you look for your next best opportunity.

 

References

1 Robinson, Bryan, Ph.D. “Workplace Safety And Well-Being On The Decline In 2024, Study Shows.” Forbes, 4 Feb. 2024, https://www.forbes.com/sites/bryanrobinson/2024/02/04/workplace-safety-and-well-being-on-the-decline-in-2024-study-shows/?sh=4d1e68a64732.

2 Mayer, Kathryn. “Why Mental Health Will Be One of the Biggest Topics of 2024.” SHRM, 12 Jan. 2024, https://www.shrm.org/topics-tools/news/benefits-compensation/mental-health-burnout-top-trend-aflac-report.

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Discover payroll solutions in the customer service industry. Learn about compliance, record-keeping, technology, data security, and more.

In the bustling customer service world, contact centers are the frontline warriors, tirelessly addressing inquiries, resolving issues, and ensuring customer satisfaction. Yet, behind the scenes, managing the workforce responsible for this critical task comes with challenges, especially regarding payroll. 

Managing payroll is a key aspect that can easily become overwhelming without care. Investing in an efficient payroll management system isn’t just about saving time and money; it’s about protecting against potential legal and internal issues that could escalate into more significant problems. While there isn’t a one-size-fits-all solution, sticking to best practices can make the process smoother and more efficient. 

 

Payroll Pain Points: Unlocking Solutions to Payroll Challenges

Each pay period presents various challenges, from ensuring accuracy and compliance to adapting to changing regulations and technological changes. The good thing is that these obstacles can be successfully managed and resolved with suitable strategies and solutions. 

 

1. Legal compliance and legislative matters.

Running a company isn’t easy, and one of the greatest challenges in payroll processing is staying compliant. Labor laws, state regulations, and statutory requirements are among the many rules that businesses must adhere to, making compliance not an option but a necessity. 

However, making mistakes in compliance isn’t always intentional. Many people struggle to understand complex, frequently updated regulations. These errors can lead to significant fines and penalties for your company, something you surely want to avoid. 

Consider implementing several strategies: 

  • Regular Compliance Training: Provide ongoing training sessions for payroll processing employees to ensure they understand current regulations and updates. 
  • Utilize Compliance Software: Invest in payroll software that includes compliance features and automatically updates to reflect labor laws and regulations changes. 
  • Consult with Legal Experts: Seek guidance from legal professionals specializing in labor laws and regulations to clarify complex compliance issues and manage non-compliance risks. 
  • Regular Audits: Conduct regular payroll audits to identify compliance gaps or errors. Address any issues to avoid potential fines and penalties. 

 

2. Inaccuracies in record-keeping and retention.

Human error often causes mistakes in record-keeping. However, errors in tracking time and leave accruals can lead to incorrect payments, which might lead to compliance issues. Therefore, keeping accurate data when managing records is important to avoid these problems. 

To stay safe with regulations, it’s suggested that employees keep records for up to seven years. 

 

Department of Labor Requirements 

2-Year Retention: 

  • Timecards 
  • Piece work tickets 
  • Wage rate tables 
  • Work and time schedules 
  • Records of wage additions or deductions 

 

3-Year Retention: 

  • Payroll records 
  • Collective bargaining agreements 
  • Sales and purchase records 

 

IRS Regulations 

4-Year Retention: Employee tax records, including: 

  • Personal information 
  • Forms 940, 941, and 1099. 
  • Records of wages, annuities, pensions, tips, fair market value of in-kind wages, sickness or injury payments. 
  • Forms W-4 and variants 
  • Tax deposit dates and amounts, copies of filed returns and confirmation numbers, fringe benefits, and expense reimbursements. 

This approach ensures you follow all the legal rules for keeping employee payroll and tax records. Using record-keeping and payroll software can make this process easier. 

 

3. Technological advancements.

Putting complete trust in technology may become a major global payroll challenge in today’s digital world. Blindly relying on technology can be unreliable over time. 

A prime example occurred in 2022 when the Australian Taxation Office (ATO) experienced a major disruption in its online services, including payroll portals.1 This incident underscored the risks of relying solely on technology for payroll operations, as it caused widespread interruptions for businesses. 

While efficient payroll software can solve many payroll management issues, it’s important to assess which technologies to implement and trust carefully. Verifying every aspect of the payroll service provider is essential to minimize potential risks. 

  • Quality Assurance Measures: Implement quality assurance processes to verify the accuracy of technology-generated payroll calculations and outputs. Regular audits and checks can also help identify and correct any discrepancies. 
  • Diversification of Technology: Avoid relying on one technology provider for payroll management. Diversify by using multiple software solutions or platforms to cross-verify data and minimize the risk of errors. 
  • Continuous Monitoring and Updates: Stay vigilant by continuously monitoring the performance of payroll technology and staying informed about updates or changes. This ensures that any issues or bugs are easily addressed. 
  • Expert Consultation: Seek guidance from payroll experts or consultants who can provide insights into selecting and implementing reliable payroll technology. Their expertise can help identify trustworthy solutions that meet specific business needs. 

Related Reading: The Top 7 AI Trends Reshaping Customer Service 

 

4. Handling payments for different types of workers.

Whether your workforce includes employees, independent contractors, or a combination, managing payments for individuals working for your organization involves several responsibilities. 

Take the case of contract-based contact center employees: companies like WH Smith, Marks & Spencer, and Argos have faced issues meeting minimum wage requirements, affecting around 63,000 workers. WH Smith alone owed over £1 million to more than 17,600 workers, highlighting the seriousness of payment inaccuracies.2 

This situation illustrates the potential for companies to mishandle payment processes for their workers. Utilizing a reliable payroll services provider equipped with efficient technology can help manage payments while ensuring compliance with IRS regulations. 

 

5. Difficulties in managing attendance and leave.

Attendance tracking in contact centers often involves methods like card swipes, biometric scans, or manual sign-ins on worksheets. This attendance data must be accurately transferred, duplicated, imported, or exported across various teams to calculate pay and incentives before it can be finalized. 

In some cases, managerial approvals and adjustments are necessary. The complex nature of contact center operations, extensive paperwork, and multiple individuals involved in this routine process consume significant time and effort, resulting in frequent errors and inconsistencies. 

Implementing automated attendance tracking systems specifically designed for contact centers can streamline the process. These systems can easily integrate with payroll software, minimizing the need for manual data entry and minimizing errors. This not only saves time but also improves accuracy, making sure that employees are compensated correctly for their work. 

 

6. Difficulties in managing remote work.

With the shift to remote work, traditional HR and payroll methods are no longer practical. Traditional attendance tracking methods like card readers and sign-in forms don’t work for remote setups, while managing leave and compensation manually is challenging for dispersed employees.  

Processing numerous emails for HR tasks can lead to chaos. Additionally, typical onboarding and offboarding processes, involving extensive documentation and face-to-face meetings, aren’t suitable for remote or hybrid setups. 

Given these challenges, there is a greater need for automated systems that can handle these issues. Establish clear remote work policies outlining attendance, leave management, and communication protocols. Provide access to HR and payroll resources through a centralized online portal for efficient communication and administrative tasks. 

Related Reading: 3 Ways to Help Your Remote Customer Service Team Thrive 

 

7. Risk to data security.

With advancing technology, the threat to data security is on the rise, presenting challenges for employers, including in the payroll industry. 

For instance, recent cyber-attacks on Zellis, a payroll provider used by companies like British Airways and Boots, compromised sensitive employee data, including names and national insurance numbers.3 

The payroll industry and associated data are anticipated to hold potential risks, making it a prominent challenge in this digital world. However, strengthening security measures can also prove beneficial overall. 

  • Implementing security protocols: Ensure that the payroll provider and internal systems have up-to-date security measures, including encryption, firewalls, and multi-factor authentication. 
  • Cybersecurity awareness: Educate employees on cybersecurity best practices, such as recognizing phishing attempts and maintaining strong passwords. 
  • Data encryption: Encrypt sensitive data during transmission and while at rest to prevent unauthorized access in the event of a breach. 
  • Incident response plan: Develop and consistently update a comprehensive incident response plan to ensure a quick and coordinated response during a cyber-attack. 
  • Vendor risk management: Assess third-party vendors’ security practices, such as payroll providers, before engaging their services and ensure they adhere to strict security standards. 

 

SIMPLIFY YOUR PAYROLL PROCESS WITH SALEM SOLUTIONS 

Experience relief from the administrative headache of payroll processing. Let Salem Solutions take care of your contingent workforce’s payroll, onboarding, and reporting needs. With our expert services, you can ease payroll management challenges and focus on growing your business and customer experience. 

 

Say goodbye to administrative burdens and hello to streamlined operations. Partner with us, take the stress out of payroll pains and ensure efficiency in your operations. 

 

References 

1 Adams, David. “Major ATO Website Outage Puts Accountants on Edge ahead of June 5 Concession Deadline and HECS-HELP Indexation.” The Mandarin, 30 May 2022, www.themandarin.com.au/191011-major-ato-website-outage-puts-accountants-on-edge-ahead-of-june-5-concession-deadline-and-hecs-help-indexation/. ‌ 

2 “WH Smith, M&S and Argos Failed to Pay Minimum Wage.” BBC News, 21 June 2023, www.bbc.com/news/business-65968986. 

3 Reuters. “British Airways, Boots Staff’s Payroll Data Compromised by Cyberattack.” @Bsindia, Business Standard, 5 June 2023, www.business-standard.com/world-news/british-airways-boots-staff-s-payroll-data-compromised-by-cyberattack-123060500929_1.html. 

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Address customer service burnout and support your teams effectively. Discover tips to combat it now!

Being a customer support rep means facing new challenges daily. Yet, as tasks pile up, it’s easy to feel overwhelmed. However, you need to understand that burnout isn’t just about feeling tired. It’s emotional, mental, and physical exhaustion resulting from prolonged stress. It’s not like a common cold where individuals just need to sleep it off over the weekend.  

The increasing workload causes additional strain, often resulting in exhaustion and frustration. Recognizing the warning signs and implementing coping strategies is vital for combating burnout. Empowering your teams with the tools and support they need is key to thriving in the demanding world of customer support. 

 

What Causes Customer Service Burnout? 

The environment in customer support roles is often fast-paced and intense. Employees face constant evaluation, with their days filled with a stream of calls and encounters with dissatisfied customers. 

This intensity takes a toll on mental health, as highlighted by research from Cornell University. It showed that 87 percent of call center workers felt “high” or “very high” stress levels while on the job, with 77 percent experiencing similar stress levels in their personal lives.1 

Understanding why customer service workers are especially susceptible to experiencing burnout is important to recognize their unique challenges and implement effective strategies to support their well-being. 

Here are some reasons why customer service professionals are particularly prone to burnout: 

 

  • Customer service involves managing issues. A fundamental aspect of customer service is attentively listening to and striving to resolve individual concerns. This frequently involves interacting with individuals who may be upset, stressed, or irritated. 
  • Support teams are recruited for their empathetic qualities. Exceptional customer service representatives frequently exhibit a high level of empathy, making them vulnerable to absorbing some of the customers’ emotions, leading to compassion fatigue. 
  • They demonstrate care. Especially within customer-centric companies, frontline staff prioritize customer satisfaction and their work quality. If an individual lacks genuine concern for the quality of their work, the likelihood of experiencing burnout decreases. 
  • The workload seems never-ending. Regardless of employees’ pace and productivity, there’s always more work to be done. This perpetual cycle can lead to a sense of hopelessness among the team. 
  • Customer service is frequently underestimated. Organizations don’t fully appreciate customer service’s importance for keeping customers satisfied and helping the business grow. Because of this, call center agents often lack the support, resources, or involvement in important decisions that they need to do their jobs well. 

 

Even under the best conditions, dealing with customers for extended periods requires considerable emotional labor. This involves addressing their inquiries and concerns and managing their emotions and reactions effectively. 

Read More: Call Center Burnout: How to Help Your Employees Stay Longer 

 

Identifying Customer Service Burnout: Warning Signs and Symptoms

Burnout isn’t something you can easily measure. It’s a collection of symptoms commonly associated with those experiencing burnout. Different individuals may experience all or only some of these symptoms, varying in intensity and frequency. 

So, rather than a strict scorecard, consider this guide a flexible tool for using your judgment when evaluating your team’s well-being. 

 

  • Frequent frustration directed towards yourself, customers, or colleagues. 
  • A sense of being stuck or lacking control to change your circumstances. 
  • Persistent fatigue that persists even after the weekend. 
  • Anticipation of workdays with dread. 
  • Unexpected rushes of adrenaline or feeling quickly agitated by minor incidents. 
  • Concerns about performance and relationships at work. 
  • Working extended hours without making progress. 
  • Physical symptoms include digestive issues, headaches, and changes in complexion and posture. 
  • More errors on tasks that are typically handled with ease. 
  • Growing cynicism and disengagement lead to indifference toward performing well. 
  • A sense of skepticism and detachment where employees may lose interest in performing their best. 

 

Strategies to Reduce Stress in Customer Service 

No one can prevent burnout completely, but you can take steps to reduce its likelihood and proactively address it early on. 

 

Establish a safe and open environment.

It is important to create an atmosphere where customer support representatives feel empowered to share their experiences and challenges openly, without fear of criticism or retribution. When employees feel safe communicating their concerns and ideas, they can better address customer issues, collaborate effectively with colleagues, and deliver exceptional service.  

This psychological safety promotes trust, collaboration, and a sense of belonging, ultimately enhancing team effectiveness and well-being. 

 

Access to helpful resources.

It’s essential to have access to support systems to help address the various challenges and stressors that customer support representatives may encounter. This could include access to external counseling services or internal support from trained staff members who can provide guidance and assistance. 

It is key to take the time to collect and understand these resources before they’re needed. Familiarizing themselves with available support options in advance enables them to ensure they’re ready to provide immediate assistance when issues arise. This helps manage individual well-being and maintains high customer service quality, as employees are better equipped to handle challenging situations effectively. 

Read More: The Importance of Wellbeing and Health in the Workplace 

 

Implement operational improvements.

Burnout often stems from overwhelming workloads or inefficient systems that hinder productivity and create unnecessary stress. For instance, your company can introduce automation features within the CRM system to handle repetitive tasks such as ticket routing and response generation.  

This automation increases efficiency and frees agents to focus on more complex customer issues requiring human intervention. 

Read More: 5 New Technologies That Can Set Your Call Center Apart from Competitors 

 

Provide a clear direction for progression.

Does your support team have well-defined career advancement opportunities? Part of the challenge with burnout is feeling stuck or hopeless, with no prospect for change. Offering a feasible path for growth can instill a sense of optimism and possibility. 

To address this issue and offer a path forward, you can implement a structured career advancement program for your customer service team. This program includes: 

 

  • Tiered Support Levels: You can establish different levels within the customer service team, such as Junior Support Specialist, Senior Support Specialist, and Team Lead. Each level comes with increased responsibilities, specialized training, and higher pay. 
  • Skill Development Opportunities: You can provide ongoing training and development opportunities so your team can improve their technical skills, communication abilities, and problem-solving capabilities. This could include workshops, online courses, and mentorship programs. 
  • Cross-Departmental Mobility: You can encourage team members to explore career paths beyond customer service by facilitating internal transfers to other departments, such as product development, sales, or marketing. This allows them to pursue their interests and broaden their skill sets while remaining within the company. 
  • Performance Recognition: You can implement a performance recognition program to acknowledge and reward team members who consistently excel in their roles. This could include bonuses, awards, or opportunities for public recognition within the company. 

 

Take care of your well-being.

Your health is important, especially in a leadership role. When experiencing burnout, your capacity to effectively support your team diminishes, impacting your performance and theirs. Prioritize self-care and address your well-being to ensure you’re mentally and physically equipped to support your team members when they need you most.  

Remember, taking care of yourself isn’t selfish—it’s essential for maintaining your ability to lead and support others effectively. 

 

Allocate time for regular, one-on-one sessions.

These sessions provide a valuable opportunity to build rapport, strengthen relationships, and gain insights into individual concerns or challenges. Establishing a routine for these meetings demonstrates your commitment to supporting your team members and creates a safe space for open communication. 

Conducting consistent one-on-ones enables you to efficiently address any issues or obstacles, nurturing a culture of transparency and accountability within the team. These regular interactions contribute to building a cohesive and high-performing team while also helping to prevent potential issues from escalating. 

 

Monitor performance metrics.

Keep a close eye on your performance metrics to identify unusual patterns or outliers. A sudden drop in productivity among certain team members could indicate that they are experiencing burnout and struggling to maintain their usual level of performance. Employees who consistently work longer hours than their peers may also be at risk of burnout due to excessive workload or poor work-life balance. 

 

SALEM SOLUTIONS CAN HELP YOUR TEAM OVERCOME BURNOUT CHALLENGES EFFECTIVELY 

At Salem Solutions, we understand the critical importance of combating customer service burnout. Our approach is to provide top-tier talent to support your customer service team and actively address and mitigate burnout challenges. 

With us by your side, you can rest assured we are dedicated to helping you combat burnout and create a thriving, high-performing team that delivers exceptional customer service. Contact us now to get started!

 

Reference 

1 Professor Virginia Doellgast, and Dr. Sean O’Brady. Making Call Center Jobs Better: The Relationship between Management Practices and Worker Stress. June 2020, https://ecommons.cornell.edu/server/api/core/bitstreams/e4ae98ca-9034-4f68-8be9-86885905f403/content.‌ 

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