How to manage call center stress and become a happier agent. Invoca's objective and unbiased call scoring means that you can not only see an agent's performance on a bad day, but every day.
That information helps you provide constructive feedback that motivates employees to get the most out of their call center career.
By setting scores for each call, MoneySolver agents instantly improved morale, knowing that 100% of their calls were being reviewed, rather than a small sample, and that any human bias was eliminated when it came to qualifying. The commitment of the company's employees has also improved, as all scores are published in a friendly competition leaderboard.According to a survey, around 31% of agents feel stressed due to the unclear expectations of supervisors. Ambiguity in the objectives of functions affects agents' understanding of their responsibilities and causes confusion about performance evaluation. Not only this, but it also generates job dissatisfaction, which often leads to the exhaustion of call centers. The fact that 59% of agents are at risk of burnout, while 52% of employees feel undervalued by their management, makes it imperative to create a clear, healthy and transparent work culture that encourages high employee performance.
Kamal Pathak has more than 10 years of experience as a product manager creating successful B2B SaaS products in the field of customer experience. She enjoys writing, speaking and training aspiring product managers. Perhaps the biggest impact on a company due to call center stress syndrome is low customer satisfaction. Call center staff who believe they are underpaid for their efforts are generally demotivated, disconnected, and stressed.
Therefore, contact center agents who can effectively manage their stress will be more satisfied with their work, will be more effective at managing calls, and will be more productive. If you type “stress in a call center” into Google, you'll find a bunch of related search results, such as “I don't want to work in a call center anymore” and “My work in a call center is killing me.” Now that you know the most common signs and causes of call center stress syndrome, let's examine the effects of this problem. Knowing how to handle them isn't just an essential skill, but an important way to manage stress in a sales job. 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.
If left unaddressed, call center stress syndrome can lead to call center burnout, which is a serious mental health condition. In call centers, where agents regularly face very stressful interactions with customers, burnout it's very common. Explore these top call center stress relievers for agents that can help counteract the sources of pressure mentioned above. A heavy workload can be a source of stress for any employee, but call centers are among the most results-based workplaces.
Physical and emotional fatigue is a big contributor to stressed call center employees unable to focus on tasks and maintain productivity. 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 your agents' daily work lives. Physical and emotional fatigue are the common side effects of exhaustion and the main factors of stress syndrome in call centers. Providing a reasonably quiet workplace, adequate fresh air and natural light, and easy access to bathrooms, break rooms, and other services can also reduce stress on call center equipment.
