Working in a call center can definitely be mentally exhausting, especially with consecutive calls, angry customers, and strict metrics. Sometimes, agents have trouble coping mentally, emotionally, and physically with the high level of stress that usually accompanies their work in a call center. This struggle, which can lead to exhaustion, is also known as “call center stress syndrome.” People may assume that sitting in a chair taking calls all day is not a very physically demanding task, but they would be wrong to take it on. Studies have shown that call center workers are prone to occupational voice loss, visual difficulties, back and neck pain, insomnia, headaches, and postural problems.
Everyone knows that dealing with an ailment can be exhausting and stressful, but tackling it at work can have a synergistic effect on the overall level of stress. Emphasize communication skills, problem solving skills, and any previous customer service experience. In addition, demonstrate your ability to thrive in a dynamic and fast-paced environment. As jobs increase in virtual call centers, which offer the flexibility to work from home, the call center industry continues to adapt. It's not just about today's challenges, it's about preparing for the future.
Technology will evolve and customer expectations will change, but the fundamental skills acquired in a call center (effective communication, problem solving and resilience) will remain timeless. Don't Let Outdated Technology Hold Back Your Business: Upgrade to a Modern Call Center Solution Today. So, now that you know the common signs and causes of call center stress syndrome, let's examine the effects of this problem. Tracking these KPIs can help a contact center manager identify areas where improvement can be made and ensure that the team provides the best possible contact center experience for customers.
That information helps you provide constructive feedback that motivates employees to make the most of their call center career. If you need help finding the perfect call center job, try Help Resource, a staffing agency in New York. An effective technique for managing stress in call centers is for managers to communicate with employees regularly just to “take the pulse” of how they're feeling. To “get away from everything (and everyone”), agents with stress syndrome in call centers can start skipping social events after work, avoiding team-building exercises and reporting that they are sick from work.
Call center employees are also expected to strictly follow a series of scripts while talking on the phone, making the spontaneity of a work call almost non-existent. Having little time to assess the situation, call center workers must attend to the needs of emotionally demanding customers and, at the same time, be careful not to bother the person even more. Managers can play an influential role in helping to minimize the causes of stress in the call center environment by keeping an eye on the behavior and attitude of their employees and addressing potential stressors. Call center employees are under constant pressure to improve their wait time, response time, service level and productivity.
Help reduce your burden by realistically scheduling your hours in the call center, and be prepared to adapt your schedule if workloads build up. Call center agents spend long hours sitting at their desks looking at computer screens, so accessories, such as blue glasses or filters to reduce screen glare, combined with adjustable, ergonomic chairs and padded headphones, can make the agent's workplace experience a much more comfortable and less stressful. Having a good wellness program available to call center agents makes a lot of economic sense and can offer a significant return on investment. In the case of call centers, the very nature of a call can be unsettling for an employee, especially if they are not aware of its nature.
