5 Ways Call Centres Can Support Their Agents This Summer

A pineapple wearing a call centre headset and sun glasses

575

As the summer sun shines brighter, so do the opportunities to bring positive energy into the call centre.

While you may not be beachside sipping cold drinks (at least not during work hours), summer still offers a chance to reset, reconnect, and refresh, even from behind the headset.

How to Keep Agents Motivated This Summer

We’ve put together 5 practical ways contact centres can support and motivate their agents during the warm summer months.

1. Provide a Comfortable and Cool Work Environment

As temperatures rise, so does discomfort, and for agents handling back-to-back calls, a warm and stuffy environment can quickly lead to fatigue, frustration, and reduced performance.

That’s why maintaining a cool, comfortable workspace is more than a luxury during summer, it’s essential.

To keep agents comfortable throughout the day, you can:

Encourage agents to bring refillable water bottles and provide cold-water stations.
Ensure that there are fans, air conditioning units and proper ventilation.
Designate shaded outdoor areas or cool indoor zones for agents to take 5 minutes to reset and cool down.

2. Allow Extra Breaks for Stressful Calls

Summer isn’t just hot outside, it can heat up tempers on the phone, too. Whether it’s delayed flights, overbooked hotels, or childcare chaos, callers often bring seasonal stress to their conversations. Unfortunately, that frustration can land squarely on the shoulders of agents trying to help.

Allowing extra flexibility with breaks during this time helps agents decompress, recover emotionally, and return to the next call with clarity and calm.

Stress-Relief Suggestions include:

Allowing a “cool-down” break after particularly aggressive or difficult calls.
Letting supervisors give flexible mini-breaks when call volume permits.
Promoting the use of mental health resources or EAPs if available.

3. Lighten the Dress Code for the Heat

Strict dress codes might work in winter, but in the peak of summer, they can make a long shift feel even longer. When agents are already working hard in a fast-paced environment, tight collars, heavy fabrics, and restrictive footwear can become unnecessary stressors.

Relaxing the dress code, even slightly, shows your team that you recognize the seasonal discomfort and trust them to remain professional while staying comfortable.

Here’s how you can adapt the dress code to keep agents cool and comfortable:

Allow smart-casual summer clothing (like polos, short sleeves, and breathable fabrics).
Permit trainers, sandals or comfier shoes where safe and professional.
Communicate updates clearly to avoid confusion or boundary-pushing.

4. Plan Summer Incentives & Themes

Let’s face it, summer can feel a bit monotonous when you’re indoors, wearing a headset, and hearing the same hold music on repeat.

While customers are out on holidays or enjoying the sunshine, agents are often managing high call volumes with little change in scenery.

That’s why summer is the perfect time to inject some energy, recognition, and fun into the workplace.

Here are a few easy, low-cost ways to keep your team engaged throughout the summer season:

Summer Competitions – Recognize excellence with prizes for Best Call of the Day, Most Positive Customer Feedback, or Top Team Performance. Even small wins can generate big smiles.
Treat Days – Offer refreshing rewards like ice cream, frozen smoothies, or fresh fruit platters during hot afternoons. It’s a simple gesture that goes a long way.
Decorate Your Desk – Run a tropical or beach-themed desk décor contest. Encourage agents to personalize their space with fun summer vibes and vote for a winner!

5. Be Flexible With Holiday Requests

Summer is the season of weddings, family reunions, school holidays, and long-overdue getaways. For call centre agents, getting time off approved during this busy period can be stressful, and when requests are denied without clear reasoning, it can impact morale.

Being fair and transparent with summer leave planning helps build trust and reduces friction. While it’s not always possible to say yes to everyone, a balanced and thoughtful approach ensures agents feel heard and respected.

Here are a few simple ways to manage summer leave fairly and effectively:

Encourage early requests and clear communication of deadlines.
Use shift swaps and temporary role coverage to balance workloads.
Be flexible when possible, and agents will return refreshed, not resentful.

Call centre work can be intense, and in the summer heat, that intensity can double. With the right adjustments, agents feel seen, valued, and ready to deliver great customer service.

For more on helping motivate contact centre agents, read these articles next: