Mental health is about more than just the absence of a mental disorder. We all know that it’s important to maintain good physical health and well-being, but did you know that your psychological wellbeing is also essential for achieving your full potential at work?
The call centre industry is known for its high stress and demanding workplace. Employees are required to handle many tasks throughout the day, while taking inbound calls, making outbound calls or answering emails from customers. In addition to the workload, call centres typically have a high employee turnover rate.
Most call centre agents, whether in a medical, educational or another kind of customer service department, experience call centre stress that impacts their mental well being.
This may be caused by many factors such as low salary and long hours to having too little work to do while waiting for calls. There are also common complaints about rude customers and difficult bosses. Most people come to expect stress in call centre jobs, but few realise how much it affects their health.
If you are looking to improve the mental health and wellbeing of your contact centre agents, there is no better time than now. We’ve put together these key steps that will help get you on your way towards success.
Understanding Psychological Stress
The first step in dealing with psychological stress at work is to understand it. Stress typically occurs whenever someone feels overwhelmed by problems, pressures or demands.
A positive attitude and life balance are keys to promoting wellbeing in the long run! We all know the importance of mental health in life.
Managers could take a step by developing a healthy, all-inclusive culture for your contact centre that is promoting wellbeing and making sure people are happy to talk about any issues they may have so you don’t want them lingering or festering over time into bigger problems that become difficult to resolve!
2. Appoint a knowledgeable person
Appointing a team leader as your own personal advocate for these psychological issues can be an effective way to make sure they continue being prioritised within your organisation that could be helpful in their productive work engagement.
It’s important you assign someone who has an openness about talking openly not just behind closed doors but also on behalf of others experiencing similar struggles so everyone understands.
3. Psychological Stress and Work
It’s important to distinguish psychological stress from the physical manifestations of stress, such as cardiovascular disease or nervous breakdowns. Psychological stress, however, can have serious consequences for your mental health. Unfortunately, call centres do not typically offer an escape from this type of pressure. In fact, they tend to generate it artificially.
There are a number of reasons for this:
Firstly, the work takes place in a high-pressure environment as agents often have to deal with irate customers.
Secondly, the job requires that employees adhere to strict rules and procedures. This can reduce agents’ ability to solve problems or provide the best customer service.
Thirdly, agents often face difficult working conditions. For instance, they may need to work night and weekend shifts and exposure to these types of hours can lead to problems such as insomnia or fatigue.
All of these factors contribute to a highly stressful workplace. This might not seem problematic at first glance, but the resulting stress can have serious negative consequences for agents and the productivity of your workplace.
4. Take some special steps for employee’s satisfaction
If we want to help people cope with bereavement, then it is important that their work be adjusted accordingly.
When someone experiences the loss of a loved one or colleague, they may need special time off from work; making these adjustments can make things easier on everyone involved, especially if you set up some kind of process beforehand so there isn’t anything left up in the air when something unexpected happens!
The suggested ways of understanding and improving mental health in the contact centre could assist you in promoting agents’ engagement in their work. Finally, always try to be there for your team to make sure of your support. Don’t let your guard down by forcing them.
Founder Dinis Guarda
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