I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult! Other causes of stress in the call center are less noticeable, ranging from a lack of social support, to feeling undervalued, to role conflict between employees.
Realistically, there are always going to be angry customers, but isn’t it interesting that all the other stress-inducing areas are internal to the contact center? What this means is that we can potentially solve these problems.
Every leading organization understands the importance of having happy people in their front-line staff. Here are some tips for call center managers to help agents survive the year, and ultimately reduce stress in the workplace.