Take a deep breath, grab an anti-stress ball (anything that helps you relieve stress or focus) and ignore their rudeness and do your best work. 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.Listening to relaxing music can lower blood pressure, lower heart rate, and decrease anxiety. While your agents work after the call or during their breaks, set them up to play classical music to reduce their sense of stress. A little relaxation can go a long way. Unify fragmented interactions across more than 30 voice, social and digital channels with an AI-based customer experience platform. Deliver consistent and extraordinary brand experiences at scale.
According to a study conducted by the University of Quebec, when call center agents listened to a 10-minute guided meditation session each morning, their mindfulness increased and their psychological distress decreased. A heavy workload can be a source of stress for any employee, but call centers are among the workplaces that focus most on results. Sometimes, agents have trouble coping mentally, emotionally, and physically with the high level of stress that often accompanies their work in a call center. A sign that an agent is suffering from stress syndrome in a call center may be to complain more openly about the tasks they previously performed without any problems. It's something that customer care center agents can do every day to protect themselves from the damaging impact of stress and to help reduce their level of physiological arousal after an especially difficult call.
Therefore, it's important for call center managers to identify and address sources of stress to ensure a more productive and positive work environment. 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. 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. If left unaddressed, call center stress syndrome can lead to call center burnout, which is a serious mental health condition.
By identifying performance patterns, call center agents can learn about what's working and what's not, and make the necessary improvements to eliminate stress and friction from their days to day. 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 minimize turnover and ensure high productivity in the call center work environment, managers must recognize the reality and severity of stress syndrome in call centers. Read on for 7 techniques on how to manage stress in call centers.
Be sure to share these ideas and strategies with your team. It's well known that the stress of call center agents affects sales plants (and virtual teams) just about everywhere. Call center agents spend long hours sitting at desks looking at computer screens, so accessories such as glasses or filters that block blue light to reduce screen glare, combined with adjustable, ergonomic chairs and padded headphones, can make the agent's experience in the workplace much more comfortable and less stressful.
