CEO at Sitel

Employ managers with people skills. Actually, employ managers with any skills at all would be a good start point.

Sitel itself worked very well to implement the Test and Trace process which in itself was a new and evolving system. I think that the strain began to tell, but once a grounded and supportive management structure was in place all was going well.

Try to introduce longer term campaigns

Even simple changes would help the moral of staff. Free coffee & tea daily. More breaks away from the screen, to rest eyes and improve staff posture and flexibility

Communication from friendly and approachable managers would also help.