Honesty and integrity improves employee morale. Call center workers can be more effective when they believe what they are telling customers. When the company changes its mind about what it will give its customers, you can feel the mood change in the call center. You can see it. I've seen heads drop to desks in frustration. I've heard angry talk about finding a different job. I've heard cynical talk from reps who aren't surprised that the company isn't going to follow through on their promises. They don't care whether what they tell customers is true. You don't want employees like that in your company. And you don't want to be that kind of company. Bad morale even follows call center reps who came from other companies with low standards of integrity.You can improve morale by being honest with our staff about the company and how it will benefit them. For example, if you plan a layoff (making employees redundant, as they say in the UK), you may think you can prevent employees from quitting before the end by not telling them when the end will be. But if they don't think they can trust you to provide necesssary information, they will come up with their own information. It may not be true and it may not be complimentary to the company. But ignorance abhors a vacuum. Your employees will not live with uncertainty for long.
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