Call Center Success Tip! Focus on the process….not the result!

Working at a call center can be pretty chaotic at times. It’s a fast-paced environment where your job requires excellent communication, time management and decision making skills. In addition to providing excellent customer service, employees need to be able to keep up with all regulations and make sure they achieve their performance goals. With so much responsibility and so many expectations, sometimes employees find themselves feeling stressed, worrying whether or not they will be able to achieve their monthly performance goals. It seems natural that we would tend to focus on the results over the process. But the key is to concentrate on perfecting the process to ensure the results are successful. Said another way…slow down to speed up!

It’s often said that the success of a business is measured by the success of its employees. Here are 6 best practices to assist you in becoming successful through focusing your efforts on the process and not the results:


• Don’t pursue the rewards directly, trust that they will come. Focus on the process with diligence and effortful study, and let the outcome take care of itself.

• View each attempt as practice and a lesson for the next attempt.

• Choose for yourself how to rate your performance. Rate yourself first on the effort, as you perfect the process, measure the outcome.

• Don’t try to win everything, try to become a winner. Your best effort may result in defeat. When a weak effort results in victory, though, the downstream impacts are typically far greater that the short term win.

• Visualize what your best effort would look like, and then make it happen.

• Learn from your performance, the good; the bad; and the ugly. With a little self-recognition and practice you will build the confidence needed to avoid second-guessing yourself. Like the immortal words (OK…maybe a bit strong) of Jack Nicklaus, Lee Trevino and even “Maverick” from Top Gun…don’t think about it. But they got to this point through learning and applying what they learned so it is now instinct.

Of course it’s important to know and understand your goals, but rather than worry over the “what ifs”, concentrate on doing your best today. If you concentrate on the process, you will most likely have a good outcome.

If you have a good day today, more than likely you will have a great tomorrow. When that happens, positive results follow … they just do! “Success is a journey, not a destination. The doing is often more important than the outcome.” – Arthur Ashe

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