7 Techniques to Manage Call Centre Stress

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This blog summarizes the key points from a recent article from David McGeough at Scorebuddy where he explored 7 techniques for managing call centre stress.

If you search “call centre stress” on Google, you’ll find results like “I don’t want to work in a call centre anymore” and “My call centre job is killing me.” On platforms like Reddit and X (formerly Twitter), many people share their experiences of stress, anxiety, and strategies for coping in these high-pressure jobs.

The data highlights the severity of the issue:

59% of agents are at risk of burnout
56% have already experienced some level of burnout
Replacing a single agent costs, on average, $14,113

While these stats are concerning for businesses, the real issue is the human toll. As a manager, it’s crucial to address this, improve retention, and create a healthier work environment.

Call Centre Stress Statistics

The impact of contact centre burnout is increasingly evident. The industry’s average attrition rate, which was 42% in 2022, has now surged to 60%.

This spike has led 60% of US and 28% of UK contact centre agents to express a strong likelihood of leaving their positions within six months. Key reasons for their departure include:

38% found better job opportunities
35% experienced limited career advancement
31% struggled with work-life balance

To address these issues, contact centre management is adopting new strategies:

63% face staffing shortages
58% are outsourcing, a figure expected to reach 64% in two years
86% plan to raise starting salaries to attract talent

7 Techniques to Manage Call Centre Stress

Reducing call centre stress can significantly improve job satisfaction. Here are seven effective strategies:

Promote Open Communication: Ensure transparency between managers and agents.
Foster Community: Create opportunities for agents to connect through team-building activities.
Encourage Breaks: Allow regular short breaks and sufficient vacation time.
Train for Tough Interactions: Equip agents with skills to handle challenging customers.
Offer Growth Opportunities: Provide clear paths for career advancement.
Self-Evaluate as a Manager: Reflect on your leadership style and seek feedback.
Utilize AI: Implement AI tools to streamline tasks and reduce information overload.

9 Reasons Call Centre Stress Is Increasing

Several factors contribute to the rising stress in call centres:

Higher Customer Expectations: 87% of support teams report increased customer demands.
More Communication Channels: A variety of channels means more interactions for agents.
Excessive Quality Monitoring: Overly strict QA processes can create a feeling of being micromanaged.
Repetitive Tasks: Routine tasks can lead to disengagement and stress.
Disempowerment: Lack of autonomy and feeling undervalued can contribute to stress.
Economic Pressures: Global economic issues add external stress.
AI Job Displacement Fears: 52% worry about AI replacing their jobs.
Limited Career Growth: Few advancement opportunities can lead to job dissatisfaction.
Poor Work-Life Balance: Inadequate boundaries between work and personal life increase stress.

Identifying Agent Burnout

Burnout signs include:

41% feel underpaid
31% lack regular feedback
30% don’t have supportive work relationships

Other symptoms can be irritability, low productivity, and apathy. Regular check-ins and open conversations with agents can help identify and address these issues.

Managing Call Centre Stress: 7 Key Strategies

Facilitate Open Communication

Encourage transparency in your contact centre between agents and managers. A good idea would be to set some expectations like open-door policies for a more friendly environment.

Build Community

Over 25% of agents don’t have good friends at work, which can have a lot of impact on agent stress levels. Develop team relationships through social events and team-building activities to encourage positive relationships.

Provide Breaks

Agent stress can come down to not having enough breaks. Ensuring employees get adequate vacation time and short daily breaks can help reduce this.

Train to Handle Angry Customers

Dealing with angry customers can give call centre agents anxiety. Equipping agents with the correct tools to handle difficult situations can help agents feel in control of the situation.

Support Career Development

Offering training sessions, clear growth opportunities and rewards helps agents feel motivated when they’re at work.

Reflect on Leadership

As a manager, you directly influence employees’ feelings. Therefore assessing your impact as a manager and seeking improvements as a leader will have a positive effect on employees.