De-Stressing Your Contact Center

Hanna Walther, Ytel |  

Job-related stress isn’t necessarily the worst thing in the workplace. If done correctly, a healthy serving of stress for your employees will motivate them to perform well every day. There is, however, a fine line between healthy and unhealthy stress. In the call center environment, agents do feel a lot of stress to perform, sell, and make more connections than their coworkers. If you begin to notice your team members showing signs of overwhelm or high stress, there are a few things you can do to encourage them to take a step back, relax, and regroup.

Destress Your Contact Center

De-Stress Tips


Recognition


A great way to relieve stress can be done by recognizing the achievements done by individuals or in teams, depending on how your contact center operates. Even just pulling someone aside and thanking them for their hard work goes a long way. If they were having doubts about their performance, you can easily reassure them that they're doing great. Remember to express gratitude and give out compliments as they are deserved! 


Activity


Encourage your employees to take breaks throughout the day, get some fresh air, go on a short walk, or just get out of the office for a few minutes. Taking breaks from work helps alleviate feelings of stress astronomically! Fitness is an important aspect of maintaining good health; encourage your staff to participate in any type of physical fitness a few times a week.


Support


As a manager/ owner, make yourself (or other managers) available for agents. Practice the open door policy so your staff can set a time with you if they have issues they need to discuss. Hold open feedback sessions so you know where your agents stand. Sometimes, people simply need to talk about what’s bothering them or stressing them out and that resolves the issue.


Flexibility


Be flexible with your agents. Allow them to work remotely if they choose. You will find that many of your staff prefer working from home, and are more productive there and less stressed than in the actual call center. Today’s technology has simplified the feasibility of working from home, and many companies offer this perk to their employees.

Helping your staff control the stress of the job is definitely something that should be on your radar, if you're not already taking steps to achieve this. How do you help with de-stressing your agents or employees? Leave us a comment!

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About The Author

Hanna Walther, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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