In business, owners and chief officers are considered the brain of the company, while the target customers and consumers comprise their heart. The employees, on the other hand, are the cells acting as the central circulatory system that transports impulses from the brain to the heart. Because of this important role portrayed by the employees in sustaining operations for the entire body, maintaining good employee relations is essential in a company.
Employee relations is a management function where employer-employee relationship is secured for uninterrupted business and market operations. Basically, it involves preventing and resolving conflicts within the management pyramid may it be a disagreement between employees, or a misunderstanding between the chief officers and the rank-and-files. A managers core goal is to maintain motivation, morale, and satisfactory productivity of his or her subordinates.
One of the things that a manager must do to strengthen employee relations is to know an employee beyond ones curriculum vitae. Managers must be able to keep their communication open not only for work-related conversations, but also for random talks outside of the office involving an employees interests and hobbies. In addition, humans have the innate need to feel that they are wanted. Thus, an appraisal for a job well done is very important to keep an employee motivated in doing their assignments and tasks.
In the call center industry, agents are frequently assessed by their team managers in regards to work performance. When one has exemplified competence in doing a job, an employee is praised as a good example for others to follow. A manner like this is essential in maintaining a healthy manager-team relationship in the office.
Moreover, call center managers and managing teams must know how to deal with individual differences. Managers always need to be patient in dealing with their workers. They must heed suggestions given by employees in relation to work condition, rules, and policies. If the ideas and proposals given by the employees are impossible to meet, the refusal must be done in a professional way.
Indeed, managing people is a tedious task. One must not only be keen in keeping an eye to employee productivity and work ethics, but also sensitive enough to address to peoples needs and concerns. That is why a wise manager is needed in any business enterprise, including a call center.