How To Resolve Team Conflict In A Call Center

In the last decade, some of the metropolitan cities of India like Gurgaon, Noida, Bangalore, and Mumbai have developed as call center hubs. Lakhs of youth from nearby states and cities come to these call centers every day for jobs. Along with their experience and skills, they also bring their own ideas and culture, which is probably why the call center industry is also called the 'industry of diversity.

How to resolve team conflict in a call center

Conflict management is one of the primary skills of a team leader.

So if you are a team leader or a call center manager who is handling team members with different perspectives and knowledge then you might have experienced that this difference can sometimes lead to team conflict and you need to handle it carefully.

Among the team, healthy competition, debates, new ideas, and different perspectives are a good sign of the team's skills and strength and should be appreciated but when these different viewpoints start taking the form of arguments and the possibility of conflict starts appearing, then as a leader you should step in and resolve this conflict.

If you are new to the leadership role or need tips to resolve a conflict, then this article is surely going to be helpful for you.

Below are some proven tips for successful conflict management.

One-o-One with each member:

You can start by having a one-on-one session with each team member of your team as a proactive approach. These sessions will also allow the team member to speak their mind and you can also hear' individuals' concerns in a safe and confidential environment.

But while scheduling a meeting keeps in mind the below pointers:

• Let the individual speak first and allow enough time to speak.
• Should assure the individual that the session is confidential.
• Ask the same question to each individual to remain impartial.

Signs of conflict:

Before taking any action it is always to better the root cause of the conflict. There can be various reasons for this conflict but a few commonly identified pointers are below:

• Different perspectives and objectives of individual
• Disruption of workflow.
• No clarity on the task assigned to individual
• Unfair and unhealthy competition.
• Leadership is not open and flexible to everyone.

Observe:

To avoid any team conflict you should proactively observe every team member. Though conflict signs can be subtle you can observe them by looking out below aspects:

• Way of communication and interaction
• Body language of individual
• The tone of an individual e.g anger in tone, argumentative, authoritative, etc.
• Behavior towards other team members.

Be Impartial:

"Great leaders are impartial, not neutral." For a leader being impartial means you are open to every individual, not biased towards an argument, individual, or group.

Whenever there is a chance of team conflict a leader should consider the situation from a different side. You Should make a decision without favoring an individual, gender, or group.

I think this is a point of acknowledgment that unfairness and favoritism to individuals increase discrimination feelings and make jobs harder to do.

Value each team member:

When you are handling a diversified team then different feedback and inputs are obvious. As a leader, it is your responsibility to appreciate and value every team member's feedback and input.

Even though this feedback may not be so beneficial for your process or company but by giving value to the feedback team member feels connected with the team and the chances of team conflict become very less.

Though Team conflict is natural but with the right approach and conflict management skills you can spot and handle the team conflict easily.

But before applying the steps you should find the root cause of the conflict and act according to the situation.

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On this note allow me to wrap up the article now. I shall see you with my next article soon.

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