Knowing Who You Work for Helps You Do a Better Job
By Peter Lyle DeHaan, Ph.D.
Do you know who signs your paycheck? Whose signature is it that authorizes payment for the work you do? This, of course, is a theoretical question because most workers today receive their compensation electronically. It shows up in their bank account each payday, without a knowledge of who authorized the transfer.
When I ask who signs your paycheck, however, I don’t mean in a literal sense but in a broader, holistic way. That is, who is responsible for the money you make? Who do you work for? Let’s consider the options:
First on the list is the company you work for, your employer. They hired you, trained you, and pay you for your work. Regardless of the size of the organization you work for, however, there are numerous facets to employment.
First is your boss, and the managers and supervisors she has in place to oversee your work. Larger organizations have a hierarchy. There is your bosses’ boss and maybe even their boss. There could be officers and a Board of Directors. A corporation has stockholders, who own the company. You work for them all. In effect, each one signs your paycheck.
What about your coworkers? In a well-functioning organization, everyone works together to meet a common goal: serving callers. And if you’re in a position of authority, you have people working under you. In a way, you work for them, too, by providing support, encouragement, and direction. If they succeed in their jobs, you succeed in yours.
If you’re employed in an outsource call center, where you handle calls for other companies, you work for them too. Serve them well to retain their business, and you will continue to have a job. Serve them poorly, and they’ll cancel service. If this happens too often, your future employment is at risk. In this way, you work for your clients as much as you work for your employer.
Regardless of the type of call center you’re in, you work for your callers too. Without callers, you would have nothing to do. They’re critical to your ongoing employment success as well.
Though most people who work in call centers have an inherent desire to do their best to help callers, not everyone is so service-oriented. Do your best to take care of them, which is what your company hired you to do. Then you will continue to have a job.
In addition to your employer, clients, and callers, you also work for yourself. You work to earn a living. It’s in your best interest to handle calls with excellence, thereby keeping your job.
In practice, you don’t work for one person, but for many. They are who signs your paycheck. Though there’s an obvious priority, strive to give your best work to each one of them, including yourself.
Don’t let this thought of working for everyone overwhelm you. Instead let it motivate you to give your best to your job every day, on every call.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat. He’s a passionate wordsmith whose goal is to change the world one word at a time. Read more of his articles or his book, Healthcare Call Center Essentials.