Contact Centers That Decorate For Christmas Early Are Happier Workplaces
David Filwood
CEO | TeleSoft Systems | People & Process Improvement For Contact Centers
According to Industrial Psychologists – the earlier a Contact Center puts up Christmas decorations – the happier their Customer Service Representatives (CSRs).
Studies have shown that when it comes to Christmas decorating – Contact Centers generally fall into one of two groups – ‘Early & Best’ (before December 1st) – or ‘Late & Worst’ (after December 8th).
Contact Centers with an ‘Early & Best’ Christmas decorating attitude contribute to their CSRs feeling greater job engagement – like they belong to a community – and this has a positive effect on overall feelings of workplace well being – productivity – and even Customer Satisfaction (CSAT).
For CSRs working in Contact Centers with a ‘Late & Worst’ Christmas decorating attitude – Xmas is just like any other time of the year for the employees – without much sparkle / glitter / or anything remotely festive.
Christmas Decorations In The Contact Center Promote Positive Feelings Of Kindness / Goodwill / Generosity In CSRs – All Of Which Are Contagious To Coworkers & Callers
People tend to feel down when the days get shorter and the weather gets colder.
Weak winter sunlight disrupts the body’s internal clock – lowering levels of the brain chemical serotonin – and leading to feelings of depression.
Christmas decorations in the Contact Center create a neurological shift that boosts dopamine levels – a feel good hormone that replenishes reduced serotonin levels.
Christmas decorations that include natural or artificial foliage helps to calm the stress that comes with a CSR job – improving employee sense of well being.
Amazing as it sounds – a recent study by the American Society for Horticultural Science & the Journal of Experimental Psychology reports that Christmas decorations that include natural or artificial foliage reduces workplace stress / depression / fatigue – and helps to slow down burnout / emotional exhaustion / disengagement from the job.
When CSRs can see natural or artificial foliage from their cubicle they actually retain information better – make fewer mistakes – handle an average of 6% more calls per hour – and complete after call tasks quicker.
The older we get – the more we generally lose touch with our ‘Inner Child’.
The ‘Inner Child’ is the part of our being that longs to be happy & excited – and reminds us of more simple moments from childhood.
The holiday season is described by many as a “magical time” – one of “innocence” & “joy” – because it helps to release our ‘Inner Child’.
Christmas decorations in the workplace can help activate that state – an association reminiscent of magical emotions and the excitement of childhood.
The Journal of Environmental Psychology recently released the results of a study of cubicle workers.
They had participants look at photos of some cubicle workplaces in Christmas decor and some that weren't.
According to the study participants – cubicle workplaces with Christmas decorations were rated as more “Friendly" – extending happy & nostalgic feelings of childhood excitement to the office.
On top of being a pathway back to the magical emotions and excitement of the ‘Inner Child’ – cubicle workplaces with Christmas decorations also act as a warm welcome to coworkers & callers.
Christmas decorations add a pop of color that soften the glare of corporate color schemes and functional office furniture.
Think about all the people who get into the spirit of Christmas by driving through specific neighborhoods just to indulge in the outdoor home decor & lights.
The Journal of Environmental Psychology study found that workplace Christmas decorations act as “cues communicating accessibility" – boosting CSR interactions with both callers & coworkers.
Putting up Christmas decorations in the Contact Center can either be a competitive or fun collaborative experience for all CSRs involved – bringing out the ‘creative’ in people – and building team spirit.
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Building team spirit lowers absenteeism – and encourages productivity & overall engagement to tasks.
The holiday season isn't a happy time for everyone and can be a bittersweet trigger for some – serving as a reminder of when a loved one was still alive – or of past neglect – or of what life was like when they still believed in Santa Claus.
A workplace decorated for Christmas has been shown to be a positive workplace experience – of returning to a time before a loss – whether the loss was of a relationship / person / job / home / innocence / whatever.
It Says Something About Your Corporate Culture If Your Contact Center Has An ‘Early & Best’ Christmas Decorating Attitude – Or A Leave It For The Last Minute ‘Late & Worst’ Approach
Christmas is a magical time of the year – and the Christmas spirit is good for us!
Homes / streets / stores all glow with lights / snowflakes / decorations.
Decorating for the holidays is a fun way to get into the season’s spirit.
Office Christmas decorations can help to get everyone in a festive mood.
After all – Christmas fever is exceptionally infectious.
It’s an opportunity for CSRs to get creative & transform their?cubicle workspaces into a winter wonderland.
Office Christmas decorations & foliage makes CSRs feel more like they belong to a community – has a positive effect on overall feelings of workplace well being – productivity – and even Customer Satisfaction (CSAT).
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