Question: I am a call centre operator answering repetitive direct inquiries calls. I sometimes lose my concentration and find it hard to stay focused! I would appreciate it greatly if you could please give me some advice or some techniques that could remedy my problem.

ANSWER 1
Courtesy of Shona Harper, director of the consultancy Contact Centre Professional (www.ccpro.co.uk)Yes, this is a tricky one. Unlike many other contact centre services, the limited scope of directory inquiries calls means the ‘normal’ techniques for keeping focused - such as constructive dialogue, achieving targets and thinking of each customer as an individual - are just not applicable in your case. I am guessing you also have strict call times to adhere to, restricting further any opportunity to personalise the service.

The reason you are losing focus is quite normal in this scenario. Although the human brain learns by repetition, it becomes bored once a task has been mastered, needing constant and ever changing stimulation. I think using this insight in to how the brain works may be the answer to your problem and lost focus.

Within the confines of your job, there may be a number of ways in which you might be able to give your brain something else to think about, other than the monotony of handling one call type. These are not mutually exclusive either, so think about trying a few together until you find something that works for you.

As far as possible, personalise your workspace and in particular put things around you that act as visual as well as motivational stimuli. Why do you come to work? What are you doing the job for? Make sure the answers to these questions are loud and clear in front of you.

Linked to this, you could also build yourself a reward chart. For example, each time you successfully handle a call, does this mean another dollar earned or something else you can buy for your family? Thinking of a call as a commodity versus a pure number will help you stay focused on the wider purpose of work instead of the monotonous side.

At the same time, just visualising yourself being one step nearer to realising a goal will keep the creative side of your brain happy.

Keeping yourself focused is not just a solitary activity. Try to think of a way that you and perhaps all your fellow team members can add a bit of excitement to the call handling process without losing professionalism.

For example, come up with a competition to see who handles the most calls from a particular region each hour. Give a small prize and change the criteria regularly - perhaps the strangest location you get asked for a telephone number.

Perhaps also try and paint a picture of the caller in your mind. It won’t affect how you handle the call, but it will stimulate your brain and alleviate boredom.

For longer-term fixes and if these tips don’t stop the problem, you still have options. Try talking to your team leader about coaching other people or perhaps job rotation. Share the monotony out across the team.

Equally, doing something new and challenging outside of work will also give your brain a chance to work on something new and will release chemical enzymes that will make you feel better in your day job.

Try volunteering, teaching or coaching, write a book - anything really!

Good luck with your contact centre career, anyway, and please do get in touch to let me know how you get on with these tips.

ANSWER 2
Courtesy of Nigel Webb, head of consultancy at Procter (www.procter.co.uk)

Firstly you need to do some soul searching. What exactly is it that’s making you drift off? We believe that a call is only as mundane and repetitive as you make it.

Do you, for example, view your role as operating a process or as an opportunity to interact with customers? I trust you’ll recognise that taking the latter view should help you maintain your concentration.

To help, we’ve done some research that shows all customers want more than their enquiry resolved - the system bit, if you like. They also want to be reassured and related to as individuals by the person they speak to. This means they respond well to a natural-sounding conversation that delivers a personalised, tailored service.

With this in mind, are you doing all you can to ensure customers get what they want from you? We know this can be quite a challenge in a high volume environment. However, it’s the kind of challenge that might keep your mind on the job.

It’s also worth remembering that successful interactions are important to your business. Do you know how that works? Do you have the facts and figures about the impact of your performance? Do you get feedback or coaching to help you improve? If not, approach your management because knowing you make a difference is also the kind of thing that can refocus your concentration.

That said, losing a bit of concentration if you’ve been in a role for a long time isn’t necessarily a surprise. You don’t mention career or job aspirations in your letter, but your current situation might be a sign you need to think ahead.
 
In summary, rather than look for ‘quick fixes’, re-evaluate what you do, remembering you speak to a wide range of individuals who need help and that you make a difference to your business. The good news is the fact your mind is wandering might also be a sign you’re ready to move forward in your career.

 You have obviously never worked in a call centre otherwise you wouldn’t write so much rubbish!!!! (posted by Jollene)

 I tell you what why dont you come to our call centre and take some calls - show us how its done? (posted by Lionel)

This may be ok for a little while but even the most advanced ideas can get stale!!! (posted by David)