It really depends on the account and your way of thinking.
Working in a call center
can definitely be mentally exhausting, especially with consecutive calls. A heavy workload can be a source of stress for any employee, but call centers are among the most results-oriented workplaces. Don't let your agents be overwhelmed by heavy workloads that they seem to never go away.Help reduce your burden by realistically scheduling your hours in the call center, and be prepared to adapt your schedule if workloads build up. People may assume that sitting in a chair taking calls all day isn't a very physically demanding task, but they would be wrong to believe it. 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 general level of stress.
Call center jobs can be very stressful due to constant interaction with customers, meeting performance objectives, and managing challenging situations. The fast-paced nature of work and the need to maintain professionalism under pressure can contribute to increased stress levels. Without realizing it, by default they control more than work-related KPIs, which causes stress for call center agents. Agents who are not satisfied with their management report greater stress in the call center and a desire to leave the company.
Approximately 87% of call center employees report high levels of stress at work, resulting in an average turnover rate of 30 to 45%. In addition, due to a lack of training to handle the demanding environment of a call center, agents can experience high levels of stress when faced with difficult situations. When appropriate, companies should provide call center agents with specialized support, such as stress management resources, counseling, or referrals for mental health professionals. If you're a call center manager, you should be aware of whether call center stress syndrome is affecting your team and their well-being and performance. Mental health problems and employee stress in call centers can lead to burnout and serious health complications.
In addition to reducing call center stress and being a cost-effective way to provide customer service, self-service improves customer satisfaction, as 67% of customers prefer self-service rather than talking to a support agent. To “get away from everything (and everyone”), agents with stress syndrome caused by a call center can start skipping social events that take place after work, avoid team-building exercises and report that they are absent from work due to illness. You can reduce the stress level in your call center work environment, increase team morale and job satisfaction, and help keep call center burnout at bay by focusing on what's happening in the daily work life of your agents. This blog discusses the main stressors of call centers and the practical tips and best practices you can implement to reduce call center stress and improve the experience for agents and customers.
To address this issue, employers must understand the causes of call center stress and the impact it can have on their businesses. Having the right care center technology can help you improve mental health in the workplace and manage call center anxiety and stress. Call center staff who believe they are being underpaid for their efforts are generally demotivated, disconnected, and stressed. It's a well-researched fact that call center agents are at greater risk of stress and mental health problems compared to employees in other industries.
If you think that your call center employees are in a particularly stressful period, limit call monitoring to an absolute minimum.
