Working in a call center can be extremely stressful. Call center agents often deal with angry customers, emotional exhaustion, and job security concerns. This can lead to agent burnout, which harms the individual and the company. There are several ways to help your employees overcome call center stress and avoid burnout.
Workplace Stress Among Call Center Agents Causes
Several factors contribute to stress among call center agents. All of these stressors alone can lead to call center agent burnout. Meanwhile, most of your employees will experience multiple simultaneously.
Dealing with angry or frustrated customers is one of the most stressful aspects of working in a call center. Often, callers may take out their frustration on the agent they’re speaking with, even though that person is only trying to help. As a result, agents may feel like they are constantly being berated or attacked.
The constant demands of the job can take a toll on call center agents. They may feel like they are always on the phone and never have a break. This can lead to emotional exhaustion.
Call center agents often worry about their job security. They may be concerned about their role being replaced by a machine or outsourced to another country.
Call center agents may have difficulty balancing their work and personal life. They may feel like they are always working and never have time for themselves, especially if you frequently rotate on-call shifts.
Negative Impact of Call Center Agent Burnout
Call center agent burnout can harm the individual and the company. Burnout can manifest itself differently in each individual. It may display as:
When call center agents are stressed, they may make more mistakes and have a more challenging time completing tasks. This can lead to reduced efficiency and productivity.
Poor customer interactions
Stressed call center agents may have difficulty dealing with customers. They may be short with them or seem uninterested. This can lead to poor customer satisfaction.
When call center agents are stressed, they may be more likely to quit their job. This can lead to high turnover and difficulty staffing the call center.
There are several ways to help your employees overcome call center stress and avoid burnout.
Stress Management Techniques
Several stress management techniques can help call center agents cope with the demands of their job, including:
Taking Frequent Breaks
Call center agents should be encouraged to take breaks throughout the day. This will help them avoid burnout and stay fresh.
Have your agents stand up throughout the day and take a short walk a few times during their shift. Sitting for too long can be hazardous for your team’s physical and mental health.
Promoting Healthy Lifestyle Tips
Call center agents should be encouraged to eat healthy, exercise, and get enough sleep. This will help them cope with stress and avoid burnout.
Providing Peer Support
Call center agents should be encouraged to support each other. This can be done through online forums or in-person support groups.
Using Positive Reinforcement
Call center managers should use positive reinforcement to encourage call center agents. This can include praising them when they do a good job or providing incentives for meeting goals.
Employees who are satisfied with their job are less likely to experience call center stress. Call center managers can help by ensuring that agents have the resources they need and providing opportunities for career growth.
Understand each employee’s individual goals to motivate them. Some team members may be interested in reaching a leadership position, while others are happy meeting metrics in their role.
One of the most stressful things for call center agents is feeling like they are constantly being monitored. Call center managers should avoid micromanaging and give agents the freedom to do their job.
Offering incentives for meeting goals can help call center agents stay motivated. This can include bonus pay, paid time off, or other rewards.
Using these techniques, you can help your employees overcome call center stress and avoid burnout.
Coping with Burnout
Call center stress can take a toll on employees, leading to burnout. Using the techniques outlined in this article, you can help your employees stay productive and satisfied with their job.