Armatis

Human challenges: Managing performance and developing team’s motivation at the same time

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In a field where working force represents 75% of the turn-over, capitalizing on men and on our co-workers’ diversity is our challenge, and even our duty. Armatis employs 3500 people and recruits each year several hundreds. Proud to develop employment in our regions, we are also aware of the social responsibility we should carry.

It is true that call centers have always raised questions: often compared to « chain work », jobs in contact centers have however nothing to do with Fordism and are far from the deshumanization described in some industries during the 50’s.

The main difference being that our agents are not paid to do repetitive physical maneuvers but on intellectual jobs.

However, it is clear that call centers have, since their very beginning, been facing specific human challenges: how to adopt a scientific approach for production when it depends on human beings and not on machines?

How can we increase productivity, improve people’s efficiency without being excessive about it ?

Until which point can we push performance?

 

Motivating our teams to reach higher level of performances in order to satisfy our clients: yes, but while respecting each of our co-workers personality!

 

Capitalizing on people is one of our main challenge and we therefore offer them the best working environment inside the company, thanks to centers designed in an ergonomical way and comfortable job positions.

Capitalizing on people also means accompanying our co-workers in their rise in competences, value them and help them build their career. As our work evolutions create changes, we have created several trainings in order to support our co-workers in the use of new technologies and to help them understand the new approaches of customer relationship.