A Guide to Improving Mental Health and Reducing Stress in the Contact Centre
Author: Simon Black | Date: 23/01/2023
Mental health issues have become more prominent in the workplace and statistics reveal that 1 in 4 people experience mental health issues every year.1 It has never been more important for employers to consider staff wellbeing – especially when an estimated 12 billion working days are lost globally each year due to depression and anxiety.2
Various studies have shown that call centre agents are at a higher risk of suffering from mental health issues. One study suggested that more than eight in 10 call centre workers feel that their work is worsening their mental health,3 with 95% of those surveyed admitting that work-related wellbeing problems were reducing their productivity.4
Fortunately, there are multiple steps businesses can take to improve employee wellbeing, including utilising technology to support staff.
This guide will explore the best techniques to reduce anxiety and stress in contact centres and tackle employee burnout head-on.
Suggested reading: Read our eBook, Your Contact Centre Could Operate Better… A Lot Better, to learn more about how agent wellbeing can improve contact centre operations.
The problem with contact centre wellbeing
It is a well-researched fact that call centre agents have a higher risk of stress and mental health issues when compared to employees in other industries. It’s not uncommon for call centre agents to feel emotionally drained, experience sleep problems, or take anti-anxiety medication because of their work.5
To tackle this problem, employers must understand the causes of call centre stress and the impact it can have on their business. This is the first step towards effective call and contact centre management.
The causes of contact centre stress and anxiety
Call centres are fast-paced and competitive environments, and the role can be extremely demanding. Below are some of the key factors that contribute to poor mental wellbeing in contact centres.
- Target-driven environment: Contact centre agents work on tightly controlled schedules and have intense pressure to perform well and hit targets.
- Angry customers: Contact centre agents are expected to handle a high volume of customer service calls and often have to deal with complaints.
- Repetitive tasks: Contact centre agents typically perform the same tasks throughout the working day and follow monotonous scripts which can lead to low job satisfaction.
- Low salary: Most call centre agents are given a relatively low salary which can cause financial stress. They may also have a lack of career progression opportunities which may lead to low morale.
How employee wellbeing can impact your business
- Lost workdays: Poor mental health is one of the leading causes of lost workdays in the UK. Physical and mental stress can lead to employees being absent from work and underperforming when they are in; globally, an estimated $1 trillion is lost per year as a result of depression and anxiety.6
- Low productivity: Stress may also cause employees to become less productive when they are in the workplace, making it harder for contact centres to keep up with demand. First Contact Resolution is likely to decrease, alongside customer satisfaction.
- Poor customer service: Employees dealing with stress are more likely to cause customer service challenges, which may affect client relationships and reduce customer satisfaction.
- High turnover: High stress levels will affect employee morale and this is likely to increase staff turnover rates. Recruiting and training new call centre agents is expensive – so it pays to retain your existing staff!
Suggested reading: Learn more ways to reduce turnover by reading our article, 8 Ways You Can Reduce Call Centre Staff Turnover.
Improving agent wellbeing in contact centres
Mental health and stress among call centre employees can lead to burnout and serious health complications. This can have a significant negative impact on the customer experience, productivity and profits.
Employers must be aware of this problem and take steps to protect their employees’ wellbeing, boost mental health in the workplace, and take steps towards becoming an intelligent contact centre. We will explore 5 ways to achieve this goal below.
1. Create a welcoming culture
Work culture is closely linked to employee wellbeing as a welcoming culture will make staff feel happier and encourage productivity.
Here are a few tips to create a positive workplace culture in your contact centre:
- Encourage your employees to bond with team-building activities.
- Simplify training for call centre staff to ensure they don’t become burnt out.
- Celebrate successes and reward staff for their hard work.
- Encourage employees to share feedback with managers and ask for support when needed.
- Create light, open workspaces that are warm and decorated to a high standard.
Pro tip: Plants are powerful mood boosters that have been shown to improve employee wellbeing by 40%.7 Adding greenery is a simple way to improve morale and create a positive working environment.
2. Train managers to deal with mental health issues
Mental health issues are not easy to spot and can go unnoticed and become more serious. You must educate your managers on the importance of mental health in the workplace and how to handle employees who are feeling stressed or burnt out.
Mental health training will help your managers spot the signs of anxiety and stress and give them the skills to provide support and improve employee wellbeing.
3. Monitor performance and wellbeing
Monitoring employee performance plays an important role in improving wellbeing and productivity in the workplace. Technology has made it easy for managers to track agent performance in contact centres.
For instance, managers can use a customer sentiment analytics tool to monitor the interactions that agents have with customers. This software uses conversational analytics and artificial intelligence (AI) to interpret customers’ unspoken feelings.
4. Offer support when it’s needed
Where appropriate, companies should offer call centre agents specialist support such as stress management resources, counselling, or professional mental health referrals. This support will address mental health issues and improve employees’ wellbeing.
Pro tip: Providing additional training can also reduce anxiety and stress in the workplace by helping agents perform better and feel more confident in their roles.
5. Deploy cutting-edge contact centre technology
Technology has revolutionised call centres and can be utilised to streamline processes and enhance the customer experience. One of the key benefits of contact centre technology is that it makes it easier to monitor employee performance and wellbeing, even when they are working remotely.
Key takeaways:
- Contact centre technology can identify where improvements can be made with the help of agent training and refresher courses.
- Contact centre technology allows managers to support their agents and make their jobs easier with tools like scripting and desktop automation.
- Contact centre technology can improve job satisfaction and boost productivity, leading to higher customer satisfaction and profits.
Use technology to manage and improve employee wellbeing
Having the right technology can help you improve mental health in the workplace and manage call centre anxiety and stress. However, you must partner with the right provider if you want to get the most out of your investment and achieve the desired outcomes.
Awaken has an AI-driven suite of tools that have been specifically designed to support call centre agents and maintain a productive working environment. Our innovative software comes with a host of extra features designed to improve customer service:
Our intelligent agent software has been shown to increase operational efficiency and profitability within call centres by 85% and 300%.
Book a bespoke demo of Awaken to see how our solutions can improve mental health in the workplace, improve agent performance, and boost customer satisfaction. Our team is ready to answer any questions you have about Awaken and our products.
1 Mental health facts and statistics
3 Eight in 10 call centre workers feeling mental strain
4 Poor Mental Health Costs UK Contact Centres Almost £1 Billion Each Year
5 Making Call Center Jobs Better: The Relationship between Management Practices and Worker Stress