Experiencing stress is part of the job when you’re working in a call center. This isn’t at all surprising given the fast-paced environment the nature of the work requires.
When you’re cramped in a cubicle for 8-10 hours a day, the job has a way of taking its toll on you.
While stress can’t be dealt with entirely in day-to-day operations, a company’s leaders and managers should foster a working environment that helps employees manage stress better.
It’s been widely proven that a stressful work environment doesn’t only negatively impact a call center agent’s mental health and well-being, it can also hinder a company’s productivity.
This is why every team leader should take on the responsibility of managing his or her team’s stress levels.
Allow me to share with you several tried-and-tested tips on how you, as team leader, can manage your employees’ stress level with considerable success.
1. Foster a culture of transparent and open communication
As a team leader, you should always encourage your agents to express their thoughts openly without fear of consequences.
You should value your agent’s opinion whether you agree with it or not. This not only makes them feel valued, it also fosters a sense of community and shared purpose.
2. Reward and Praise Best Performers
When an agent has done an exceptional job, make sure that you give him or her a word of praise.
Do this and that employee will most likely be inspired to stay consistent or even do better.
Rewarding agents with incentives and formal recognitions boost employee morale, making them feel that their contributions are integral to the team’s success.
When agents are rewarded for their efforts, they are able to manage stress better. More importantly, the company will be able to retain its best employees.
3. Show empathy and compassion
As a team leader, expressing empathy is a critical skill that you need to develop.
When you show your team members that you acknowledge their feelings, they tend to trust you more.
If they trust you, they are more likely to follow your lead.
When you show an agent that you’re always willing to listen and are committed to helping them with their challenges, they become more receptive to your suggestions and advice.
What’s more, agents who feel that their feelings and needs are acknowledged by their leaders are motivated to work harder and exceed your expectations.
4. Encourage team bonding
If you want your team to work effectively as a group, each agent should be made to feel that the team itself is a support system he can rely on when the tough gets going.
By fostering trust, accountability, and good teamwork within a team, each agent will feel empowered working in a team environment.
Just the thought that the team has his back is a major stress buster.
As a team leader, you can organize team-building activities and conduct weekly catch-up sessions to ensure that the team shares a strong sense of purpose.
5. Conduct one-on-one meetings with your team members
Setting up regular meetings with each member of your team allows you the opportunity to directly address stress-related issues that are hampering their performance.
It’s important that each session should feel open and relaxed. Otherwise, you’ll just exacerbate the stress an agent might already be feeling.
When the agent feels acknowledged and respected, you can get him to open up more about issues that are having a negative impact on his performance.
By employing the techniques above consistently, you’d be able to skyrocket your team’s productivity.
Remember that happy employees are productive employees.
It’s a cliche because it’s true.
What are some of the best stress management tips that you can share as a team leader?
If there’s anything that you’d like to share with our community, then please comment below. Cheers!