The B.E.S.T. Survival System Program for Contact Centres

Stress is a fact of life for most highly professional teams. It can’t be avoided, as long as we are breathing! But it can be managed, to a place of wellbeing and productivity.

• Build a good working environment
• Ensure you take good care of yourself
• See stress as a useful change motivator
• Take responsibility for creating what you want!

The B.E.S.T. Survival System Program for Contact Centres takes a different approach, based on our cumulative years in management and post-graduate research in Social Ecology.

Firstly, we see stress as normal, natural, and simply to be recognised and managed calmly rather than the frightening oppressive monster we can’t handle in our lives. There is no place for victimhood in a busy work environment – each of us must face our circumstances and choose a response.

Secondly, we see Stress Management as the fundamental responsibility of the individual, requiring them to claim their own personal power and make healthy choices for their own wellbeing. The program contains tools and processes for self-awareness, decision making and communication, designed to support those choices in a positive and constructive way for both the individual and the organisation.

Thirdly, we encourage participants to analyse the different types of stress they may experience – physical, mental and emotional - and to have a range of strategies to choose from.

It’s empowering, involving and effective.

The program supports Team Leaders, Supervisors and Managers, as well as consultants, by providing coaching tools for ongoing leadership skills.

PROGRAM CONTENTS

The program can be tailored to your requirements, issues and circumstances, but would generally include:

Session 1: The Call Centre working environment

1. Yourself and your needs
2. Your environment
3. Change, Pressure and Stress Potentials

Session 2: Conditions that lead to stress

1. What is stress?
2. Stress Response Symptoms
3. Burnout in a Call Centre
4. Physical Environment
5. Call Centre Communication Challenges
6. Difficult People
7. Difficult Systems
8. Personal Life Issues

Session 3: Stress and performance

1. Low Morale and Stress Hardiness
2. Physical Discomfort and Occupational Health
3. Poor Professionalism

Session 4: Strategies and skills for personal stress management

1. Take responsibility for your response
2. Nurture your body
3. Manage your mind
4. Develop your skills
5. Improve your workplace
6. Focus on others

Summary and Close

1. Most valuable idea
2. Six week stress management plan

PROGRAM METHODOLOGY

The program is normally run over one full day but can be modularised into two half days to suit shift requirements.

Minimum equipment is used to maximise participant involvement and ownership; a flip chart and CD player is all that is required. Workbooks are provided for take-home value.

The ground rules and guidelines provide a safe environment for open participation, with confidentiality and respect a continuing requirement.

ACTION STEPS

To discuss your requirements, or to arrange a diagnostic evaluation and tailored B.E.S.T. Survival System Program for your call or contact centre, please contact our Head Office.