Call center mental health and stress levels are two of the most important parameters that managers and facility owners need to monitor to be successful.
It's common for agents and other call center employees to develop work-related mental health problems if they experience extensive pressure and high stress levels. While it's true that a certain level of stress is to be expected in all work environments, depression and similar issues tend to be more frequent in call centers.
Is Call Center Mental Health a Major Problem?
Call centers are facilities that receive a large volume of outsourced work. This can consist of either outbound or inbound calls in traditional call centers, and other forms of communication in modern contact centers.
But, in order to handle these requests, call centers need to have regimented schedules, extensive monitoring mechanisms, and strict performance metrics. This, in turn, creates an environment that inherently puts a lot of pressure on agents.
The Reality:
A recent study revealed that a whopping 87% of call center agents reported either high or very high stress levels at work. More than half of the surveyed agents felt emotionally exhausted, had sleep issues, or took medication to help them fulfill their roles.
This is one of the reasons why many consider call center work to be among the most stressful jobs.
Most Common Causes of Mental Health Issues
Every job has stressors, but call centers have a high number that continuously pressure agents.
The problem is that the impact of these stressors is felt by agents before, during, and after their shifts are over. Persistent stress can include physical ailments like headaches as well as long-term mental health issues like depression.
Unclear Job Expectations
From an outsider's perspective, the work of a call center agent is straightforward. But, the job can include filing investigations, sending reports, following up with customers, and other tasks. Agents need clear expectations and instructions to achieve their goals.
Call centers that don't clarify job expectations create feelings of uncertainty. Agents feel unsure if they're doing a good job and have little understanding of which tasks they'll perform daily.
Unreasonable Demands
There are many positions in a call center: agents, team leaders, coaches, trainers, mentors, QA specialists, and different managers. Asking employees to perform tasks outside their job descriptions creates unnecessary stress.
Unreasonable demands include:
- • Working outside of operating hours
- • Operating under unreasonable conditions
- • Eliminating law-mandated breaks
- • Tasks outside areas of expertise
No Control Over Decisions
Most careers give professionals control over how they perform work and their hours. Call center agents are assigned to accounts, given training, and expected to abide by specific schedules immediately—giving them little control over decisions.
This extends to requesting time off, adjusting schedules, and suggesting changes. Agents often face extensive processes that discourage rather than assist them.
Monotonous or Disengaging Tasks
Engagement is crucial for productivity. Research suggests that an engaged workforce can improve productivity by more than 20%. The problem is that most call centers don't prioritize engagement.
Most call centers place agents in distinct queues based on skills, meaning every employee receives the same type of call repeatedly. This results in a disengaging experience, even if every call is personally unique.
Ineffective Training Programs
All call centers provide at least four weeks of training. But this doesn't guarantee agents have everything they need when they start taking calls. Ineffective training means agents aren't prepared, resulting in poor performance and job security concerns.
Many elements affect training quality—from materials used to how lessons are delivered. Call centers should ensure training programs are both interesting and practical.
Lack of Advancement Opportunities
Front-line agents are entry-level, but they expect opportunities to grow within the company. Many call centers fill advanced roles by hiring externally, which discourages internal agents and makes them doubt their skills.
A lack of advancement opportunities contributes to disengagement. When agents feel they can't grow, they take less pride in their work and are more likely to commit quality infractions.
Job Security Concerns
Whether due to low performance, budget cuts, or similar reasons, agents who feel their jobs aren't secure tend to be more stressed. Worse, the high stress levels are usually reflected in work quality, which can actually lead to performance-based disciplinary action.
It's tough to manage job security expectations, but ensuring all agents have the tools and knowledge to succeed can boost performance and create a more stable environment.
Low Motivation Levels
Call center agents get paid for their services, but this doesn't mean they feel motivated. Low motivation is one of the biggest reasons agents don't feel committed to or inspired by their jobs.
Beyond wages, improve motivation through:
- • Additional incentive methods
- • Regular time-off flexibility
- • Work sports leagues
- • Recognition programs
Excessive Workloads
Call center agents are often subject to excessive workloads, though this varies by facility. Some agents work eight or more hours daily while only getting one day off. Frontline employees can feel burnt out if bombarded with back-to-back calls without breaks.
The same goes for employees with constantly denied vacation requests. Track who requests time off and ensure all agents get at least a small vacation every few months.
Workplace Anxiety & Stress
Many situations can induce stress and anxiety: inappropriate comments, insensitive requests, privacy violations, all forms of discrimination, and similar behavior from managers and other employees.
Warning: Call centers that don't focus on creating a professional environment risk having agents prone to mental health issues and potentially face legal consequences.
10 Ways to Improve Call Center Mental Health
Most employees associate call centers with constant monitoring, small cubicles, and frustrated customers. But you can change this reality with the right strategies.
Adapt to Employee Needs
Conduct internal research to understand agent requirements. If you have studying employees, give them scheduling priority. If you hire parents, design programs to help with school supplies.
Train Your Management Team
Managers need to diffuse difficult situations, manage inappropriate behavior, and explain new policies. Invest in professional training to ensure they communicate effectively.
Improve Feedback Delivery
Deliver customer feedback directly to agents in real-time through Autopilot Reviews. Real-time feedback is more effective than random call monitoring weeks later.
Maximize Agent Comfort
From ergonomic seating to quality headsets, create an environment where agents get the support they need. Build entertainment lounges, improve outdoor areas, and ensure access to quality food.
Promote Open Conversations
Don't brush issues under the carpet. Promote open and honest conversations. Lead by example, be transparent with employees, and make them feel part of a team.
Offer Mental Health Support
Give agents access to mental health resources. Cover consultations with specialists as part of a benefits package. Agents often lack financial flexibility to address these issues alone.
Ensure Fairness
While it's fair to prioritize some agents in certain scenarios, avoid preferential treatment that creates unfair situations. Apply exceptions consistently across similar circumstances.
Clarify Employee Roles
Define exactly what activities each role must perform. Create a clear hierarchy and task list. Agents should only handle customer-facing tasks while management handles administrative work.
Enhance Team Communication
Implement internal chat apps and platforms. Agents should communicate freely with peers and superiors to make suggestions, voice discomfort, and receive feedback.
Reduce Workloads
Introduce automation technology, design self-service channels, and unify all compatible tools. You can handle the same volume with less agent stress.
Ready to Improve Your Call Center Mental Health?
Improving mental health across your call center can boost employee morale and have a positive effect on productivity. Monitor key signs to ensure your team stays engaged and energetic.
If you want to learn more about collecting customer feedback and delivering it to agents in real-time with Autopilot Reviews, get in touch with us today.