The number of calls a worker answers and how long they spend on the phone with the customers are strictly monitored. The faster you move along, the better. Even their responses to customers are scripted. David Owens, who works in the call center, agreed. They also try to have fun.
Employees have mirrors in their cubicles so they can see if they are smiling.
To keep the atmosphere festive, bells and whistles go off for various accomplishments, and management regularly raffles off everything from baseball tickets to DVD players. Companies are more concerned with keeping their employees healthy and happy, she said. Organizational development consultant BB Hill agreed. But any company can benefit by lightening up a bit, Hill said. I would like to see that happen in more places.