SSR Techvision
How to Reduce Stress in call center?
In a survey related to job anxiety or stress, it's been estimated that US businesses lose a whopping amount of over $300 billion annually. In another study by the American Psychological Association(APA) over 35% of workers are stressed during their day and around 18 to 20% feel it at some point during their day. To add to their woes, only 66% are motivated to give their best and the rest are always on the verge of looking for an alternate job. But is it really that an issue working with call center services? Is it that hard to solve people's concerns? It is really that hard to answer someone's call that such an enormous workforce is affected by it? We will try to answer some of these issues in detail today.
When it comes to the stressful job list, most people generally think of jobs related to police, doctors, firefighters, army personal, etc. It is hard to assume that employees sitting on a comfortable revolving chair and just answering people's concerns would be that tense. If you are an inbound call center services provider and you have innumerable clients and their business works on a quite healthy note. So it is quite obvious to imagine that your place is continuously faced with constant calling 24*7 a week and that too round the year. Hence this is the prime reason that makes the inner environment so stiffened.
Let's look at a few ways to combat stress at workplace:
Recognizing the elements of stress- This could be the primary stage towards resisting the flow of stress is to evaluate its trigger points and accordingly develop a plan suitable for your organization. Every organization could have different methods to rectify and evaluate it according to its environment. Accessing their stress levels by talking to them, evaluating them through interviews, analyzing their behaviors, etc, could help you in identifying the stress-inducing factors within your employees and hence combating it in the best possible manner.
Develop a stress minimizing strategy- Uncover a detailed stress reduction plan in such a manner that it has a few defined measurable goals. It will help the management in ensuring the credibility of the plan. It is even very important for call center services providers to ensure that they periodically check the impact of their implied strategies.
Improve employee's proficiency- Intensifying your employee's competencies would surely help them in combating the stress and simultaneously help them perform at their optimally best. Effective training, providing relevant tools, comprehensively sharing customer’s and product’s information, etc could be a few ways by which one can improve the performance of their team. It is thoroughly observed that well competent employees hardly find difficulties in handling stress-related situations due to their better preparedness and hence experience lower stress levels.
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Rewarding competencies- This is the most appropriate way of reducing your employee's stress. Recognizing your employees for their work makes them feel highly positive, improves their performance and productivity, increases their retention rate and many more. Recognition helps in boosting their morale and hence would bring their stress level down. Monetary benefits, promotion, new opportunities for advancement, recognition, etc. could be a few ways where an organization could show their love and respect towards their employee's outstanding work.
Ameliorate Ergonomics- Ergonomics could prove to be an essential factor in combating stress at your place. It will ensure the betterment of both mental and emotional health. So an environment should be created in such a manner that could help your employees thrive. Providing better working space, chairs, lighting, etc could be amongst a few factors that a call center services could incorporate within their premises to create a healthy environment for their stressed workforce.
Better time management- Encouraging your team in managing their time well and simultaneously utilizing it in the best possible manner could help in making them more efficient and enhance their offerings. A highly efficient person is better in dealing with stress as he/she manages their work accordingly. It gives them better control over their resources and thus improving productivity and lowering stress.
Conclusion: We all know that call center employees have a tiring job due to the immense workload of calls and at the same time giving their best to every call attended. But this should not impact their performance. Applying the right tactics, a few of which have been defined above could surely help employees in minimizing their stress levels. The aforementioned techniques will neither take a lot of time to apply and nor are difficult in their approach but surely have a positive role in combating stress levels of your inbound call center services team.