3rd Quarter TLE 7 Quiz#3 Lesson 3

When contact center demands too much from their employees, they become stressed.

• Burnout   

• Absenteeism

• Cynicism

Refer to the psychological exhaustion and diminished efficiency caused by overwork or prolonged exposure to stress.

• Burnout  

• Absenteeism

• Cynicism

Is an employee’s positive regard of his or her position and task at work.

• Decrease in Performance 

• Decrease in Job Satisfaction

When a contact center agents exerts much effort to cope with stress instead of spending time on the fulfillment of work task.

• Decrease in Performance 

• Decrease in Job Satisfaction

Refers to the standards skills competence and character expected of a member of a highly trained profession.

• Emotional Exhaustion 

• Decrease in Professionalism

They tend to engage in work related conflicts with either colleagues or superiors or both.

• Poor Health  

• Increase of conflict at work 

• Inefficiency

What is sacrificed is the general physical condition of the worker.

• Poor Health 

• Increase of conflict at work

• Inefficiency

The first step toward maintaining control of hazards and risks in the workplace is to know and accept that while such things can be experience and cannot be avoided.

• Evaluate the Risk

• Recognize the Hazards

• Carry out control measures

It is important to list the risk according to company’s priority or the gravity of a situation. When conducting such  evaluation consider the acoustic conditions in the contact center.

• Evaluate the Risk 

• Recognize the Hazards

• Carry out control measures

Consulting with workers to determine the appropriate measures is a helpful procedure to come up with us many possible ways control certain situations.

• Evaluate the Risk

• Recognize the Hazards

• Identifying the Necessary Control Measures