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The Quiet Power of Starting Over on September 1st: Call Center Best Practices

Updated: Sep 25

Thinking woman

There is something about the beginning of September that causes me to want to start over. While most people choose January 1st as the time for new beginnings, for me, September has its own quiet power—a time when the air becomes crisp and the rhythm of life subtly changes. I always looked forward to the first day of school with optimism, a sense of possibility, and new beginnings. And it is how I feel about my business goals today.


September Is The Best Time to Reassess and Refocus


In business, by this time of year, the lofty goals and resolutions we set in January have either been achieved, adjusted, or abandoned. September offers an opportunity to reassess these goals with the wisdom gained over the past eight months. This can lead to more sustainable and meaningful change, as we're not just setting goals based on what we think we should want but on what we've learned truly matters.


In fact, research indicates that goals set at the start of the year, particularly New Year's resolutions, often have a low success rate. A study published in PLOS ONE found that while many people set goals in January, their success is highly dependent on the nature of the goals (whether they are approach-oriented or avoidance-oriented) and the support systems in place to achieve them. Approach-oriented goals (focusing on positive actions like "I will reach out to three new prospects a week") tend to be more successful than avoidance goals ("I will stop spending so much time on social media")​.

 

September also marks the beginning of the final quarter of the year, a time when businesses and individuals alike begin to evaluate their progress and set goals for the coming year. With many people returning from summer vacations, there's often a sense of 'getting back to business'. This can be an ideal time to start new initiatives, set fresh goals, or pivot in a new direction. The team's energy is often higher as people return with renewed vigor after the summer break.


The Creative Potential of a September Start


Starting over is not just a practical endeavor; it's also an emotional one. Emotionally, starting over in September can be less daunting than in January. The stakes feel lower as the change is more subtle and more gradual. This can make it easier to take risks, experiment, and make adjustments along the way.


Creatively, September can be a fertile time for new ideas and projects. The back-to-school energy that permeates the air at this time of year, can inspire us to take up new hobbies, start new creative endeavors, or revisit abandoned projects with fresh eyes. The return to routine after the unpredictability of summer provides the discipline needed to create, while the changing season offers a fresh perspective and new material to work with. It's a time to explore new themes, experiment with new techniques, and push the boundaries of what's possible.


Moreover, September's quieter, more reflective energy can be conducive to deep, focused work. The distractions of summer—social events, vacations, outdoor activities—begin to fade, allowing us to turn inward and concentrate on our creative pursuits. This can be a time of great productivity as the mind and body settle into a more focused, disciplined rhythm.


September is also a time of reconnection. As summer winds down and people return from vacations and the cottage, there's often a renewed sense of community and togetherness. This can be a perfect time to rebuild social connections, to reach out to old friends, or to form new relationships.


Starting Over with a Sense of Purpose


Perhaps the reason we see this as a call center best practice and the greatest value of starting over on September 1st is the opportunity to do so with a renewed sense of purpose. Unlike the often arbitrary goals set in January, which can sometimes feel disconnected from reality, September allows us to set intentions that are more aligned with our values and aspirations. By September, we've had eight months to explore, experiment, and learn. We've had successes and failures, moments of clarity and confusion. All of this experience can inform our decisions as we start over, allowing us to set goals that are not just ambitious but also meaningful and achievable. This contrasts with the sometimes unrealistic expectations set in January ​(PositivePsychology.com).

 

Call Center Best Practices: Conclusion


In conclusion, starting over on September 1st offers a unique and valuable opportunity for renewal, reflection, and reinvention. Unlike the often pressured and artificial change associated with January 1st, September aligns with the natural rhythms of life, providing a more grounded and sustainable approach to personal growth. Whether it's reconnecting with our values, pursuing new goals, or simply embracing a fresh start, the legacy of a September reset is one of resilience, growth, and authenticity. I don't know about you but I'm starting over!


 
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Sharon Oatway, President & Chief Experience Officer of VereQuest, brings over 30 years of expertise in customer service, sales, and marketing, with a specialized focus on enhancing the customer experience and optimizing multi-channel contact center performance. Under her leadership, VereQuest has become a trusted partner for some of North America’s most prominent brands, having thoroughly analyzed millions of customer interactions to uncover actionable insights. Sharon is widely recognized as a thought leader in customer experience, known for her deep understanding of the strategies necessary to build and sustain exceptional customer interactions.


Founded in 2002, VereQuest delivers a comprehensive suite of customer experience solutions, including a highly customizable library of call center-specific e-learning modules, advanced quality assurance technologies, and robust contact center quality monitoring services. VereQuest's work across North America equips them with a unique and valuable perspective on navigating the complexities of today’s dynamic customer environments.

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