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Call Centre Stress Management: 10 Reasons Your Call Centre Agents are Stressed and How to Help Them

The number of people working in call centres is constantly rising. Despite increases in digital services and support channels, call centres are still necessary. 61% of consumers prefer voice communication via phone, over any other channel.

Unfortunately, call centres are generally considered stressful environments in which to work. Call handlers are required to work reactively, solving customers’ queries in real-time. This requires constant problem solving, understanding, and patience, all of which can create stress.

Monotonous work, dissatisfaction, poor ergonomics, or role ambiguity add yet more stress. Not to mention time pressures, high expectations, and high call volumes. The lists go on. In fact, 74% of contact centre agents are considered at risk of burnout. On top of that, 30% of agents face a severe burnout risk.

Benefits of Handling Call Centre Agent Stress
Many studies have been done on mental health in the workplace, and the effects of stress. The relentless requirement to work at peak performance takes its toll in many ways. Some examples include, job dissatisfaction, high turnover rates, reduced efficiency, illness, and even death. Not to mention absenteeism, alcoholism, poor decision-making, indifference, apathy, and lack of motivation.

Stress leads to low employee morale. Disengaged employees could cost an organisation an additional 34% of their salary. This is due to the factors listed above.

Then, there’s burnout. Burnout is defined as “chronic workplace stress that has not been successfully managed”. It is difficult for employees who experience it, but it’s tough on businesses, too.

Employees with burnout are far less productive, and are:

  • 63% more likely to take a sick day.
  • Six times as likely to be actively seeking a different job.
  • 13% less confident in their work performance
  • 50% less likely to discuss performance goals with their managers.

Managing workplace stress levels is therefore vital for staff retention and productive employees. However, 52% of call centre staff believe that their company isn’t doing enough to prevent burnout.

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