If you’re a call center manager, Tom Vander Well of QAQnA has some good tips on how to deal with “getting slammed”:
Have a disciplined QA process that trains agents to consistently handle calls with courtesy and friendliness. When the going gets rough, you can trust them to do 
what they were trained to do.
Stay focused on the long-term, big picture. You're going to get slammed as sure as the tide will come in. You'll get through it and then you'll get slammed again. Capable leaders train their supervisory staff to handle the daily battles so that they can focus on how to win the war.
If you can't give 'em a break, give 'em a smile or a laugh. I watched one call center manager put on a silly outfit and walk around the call floor during a stressful time. The laughter and smiles it produced was a much needed psychological "rest" for the CSRs. Send a mass e-mail with a simple joke in it. Do something just a little crazy to give your font-line something to laugh about.
I might add as a tip: BREATHE! Take some deep breaths in between phone calls. For me, taking deep breaths is relaxing. Also, yes, a good laugh helps tremendously! I used to post cartoons in my cubicle or I would take pictures of me being goofy at work and hang them up as well. Don’t forget to have fun, people!!
Ohhhh, I like that addition, Maria! Good one!
Posted by: Tom Vander Well | September 7, 2006 4:34 AM | Permalink to Comment