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Managing the Effects of Stress in a Call Center

Stress in a Call Center
© WavebreakMediaMicro / Dollar Photo Club

Stress is a common experience in any workplace. There are many factors that make it possible. Meeting deadlines, shifting schedules or the pressure to make sure that customer concerns are met while keeping metrics high are only some of the stress contributors.

Philippine call centers are the most affected by this kind of situation and it can affect their performance and attitude if it is not addressed. Call Center Outsourcing heavily depends on its call center agents. Bothered employees will not make operations productive. These are the effects of stress and how it can be solved.

1. Productivity

Stress is the number one efficiency decline cause. Agents who are stressed are not able to focus and will not perform well. There will also be more absences and tardiness. Help by interacting with the team as to what might have caused such and figure out solutions together.

2. Customer Experience

Employees who bring their personal problems at work become stressed and grumpy. When this happens, the customers are the first ones who get to notice. Avoid having low customer service ratings by reminding agents to leave their worries behind and just work pleasantly. Motivational activities are a great way to boost their mood.

3. Resignation

Exhausted agents often think about resigning. The effects of stress are physical, mental, emotional and even psychological. When employees are burned out, all they want to do is quit. Avoid increased attrition by providing them with a healthy work environment to balance their professional and personal life.

4. Expenses

The cost of replacing agents are expensive. Advertising, hiring, training and paying for premiums are all put to waste if an employee quits right away. High turnover rates are also a sign of poor management. Avert the frequency of replacing agents by offering newly hired employees with benefits and working environment that they were promised with.

An office environment is made better by creating a positive work-life balance atmosphere for everyone. Agents are more productive when they are excited about going to work and concerned with operations and each other. A call center that does not have constant employee turnover will have a happy work environment since new agents and tenured ones are able to get acquainted even more. Call Center agents work in a stressful industry and it highly affects the customers if they are stressed. It is essential for management to look after the level of stress in the office for everyone’s sake.

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