How to address office politics in your bilingual call center

No matter how successful your organization is, there could be some turmoil brewing within your company. Often, this turmoil is caused by unhealthy office politics. Some of its symptoms are as follows:

•     Departments are at war with each other.
•     The management recognizes employees’ mistakes but not their achievements.
•     Gossip and blaming are common among employees.
•     Employees may often attack one another on a personal level.
•     The management is concerned only about increasing their profit.
•     Managers abuse their power and often flout company policies.

asian coworkers about about to get into fist fight

Workplace politics can afflict employees of all ranks and positions. And regardless of the scale or severity it has taken on, it’s set to destroy your organizational culture and even your entire company.

Unhealthy politics in the workplace can dampen employee engagement and raise attrition. Employees leave companies when they feel demotivated or when they suffer from unjust judgments and have to deal with unhealthy relationships.

In addition, an environment wherein employees one-up other colleagues instead of collaborating with them can be detrimental for a company’s success. Therefore, in the long run, it’s your business that will suffer most from the decline of the quality of your services and a bad reputation.

Below, we listed down five tips on how you can address office politics in your bilingual call center.

 

1.     Determine the root cause.

coworkers arguing about laptop

It’s difficult to identify the root cause of unhealthy workplace politics. But often, it may be due to lack of transparency, too much emphasis on company hierarchy and structure, and weak leadership. It’s essential for you to uncover the real cause, so you can create targeted and effective solutions. It will also help you understand the issue further and identify the people who can help you address the problem.

 

2.     Open the communication lines.

coworkers arguing in front of hr human resources personnel

When your employees know that they can speak with you freely and in confidence, it will be easier to spot problems and solve conflicts. Your organizational culture should promote open communication, especially between managers and employees. Doing so discourages backstabbing and gossip. It also lets everyone better understand others’ perspectives, therefore, encouraging respect and professionalism.

 

3.     Banish your biases.

office team leader in serious discussion meeting with employee

Managing a multicultural environment such as that of a bilingual call center can be challenging. Some employees may develop biases against their colleagues especially if they don’t truly understand their culture and background. On the other hand, managers may also find it hard to understand the work habits of some employees. In such a diverse workplace, it’s important to promote communication, collaboration, and friendship. In the long run, this will help everyone get over their biases or the stereotypes they’ve formed about others.

 

4.     Track employee performance objectively.

call center team leader helping customer service staff

Instead of relying on your memory or personal observations, track employees’ performance using quantitative metrics and standards. That way, you can provide factual and unbiased feedback to employees. This reduces the chances of getting employee complaints and also lets you minimize misunderstandings with your staff. In addition, measuring employees’ performance keeps you from being unreasonably hard on employees you dislike but are performing well.

 

5.     Re-direct everyone’s focus on the company’s goals.

business team in meeting watching call center team leader lecture

Remind your customer support agents and team leaders of your company’s goals and how they’re supposed to reach these expectations. Lead them to focus once more on the things that really matter instead of stirring up drama in the workplace.

 

 

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