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How stressful is a call center job?

Causes of Call Center Stress (And How to Fix Them)

How stressful is a call center job

The Stressful Realities of a Call Center Job

Call center jobs are a common part of today’s workforce. These hubs for customer service are essential in ensuring that businesses communicate effectively with their customers. But they are also behind the scenes. Call center workers often struggle with extreme pressure and stress. In this article, let’s look at how stressful is a call center job? The reasons for why calling center jobs are stressful, and the potential effects on the mental and emotional health of people working in these jobs.

Table of Contents

How stressful is it to work in a call center

How stressful is a call center job?

How stressful is a call center job? The work of a call center is often extremely stressful and is frequently ranked as among the most stressful jobs anywhere in the world. According to a research conducted by the American Psychological Association, 87 percent of workers in call centers have high or extremely high stress levels. This can be due to a variety of reasons which include:
  • High volume and demanding workloads: Call center workers are typically expected to handle an enormous number of calls every day. They may also be pressured to achieve certain numbers. This could lead to feelings of stress and overwhelm.
  • Dealing with difficult customers: Agents at call centers are often required to handle customers who are upset, angry or a challenge. It can be draining emotionally and stress-inducing.
  • Lack of control over the job: Inability to control the work of call center employees often need to follow processes and scripts they do not control. This can result in feelings of anger and despair.
  • Unpredictable work environment: Call center employees typically work irregular hours, and could be available on weekends and on holidays. This makes it challenging to find a balance between work and life.

Causes of Call Center Stress

  • Constant Customer Interaction: One of the main causes of stress in the call center is the constant interactions with customers. Employees in call centers are required to handle a myriad of concerns, inquiries and complaints from customers who may be frustrated or angry. Continuous customer interactions can be a strain on your emotional resilience and endurance, which can result in higher stress levels.
  • High Call Volume and Targets: Call centers are typically affected by high volumes of calls and employees are expected to achieve strict targets for performance. The pressure of handling a large number of calls within a predetermined time-frame while maintaining an excellent quality of service can be overwhelming. The pressure to perform could create anxiety, stress and fatigue in call center employees.
Causes of Call Center Stress
  • Repetitive Tasks: The jobs of call center workers are usually monotonous and monotonous. The employees deal with the same kinds of issues and calls often throughout their shifts which can cause feelings of frustration and boredom. Lack of variety in the tasks may cause anxiety and frustration.
  • Emotional Labor: Employees of call centers are frequently called upon to show empathy and emotional intelligence when dealing with their customers even in confronting angry or difficult people. The emotional strain can drain the emotional well and cause a problem called “emotional burnout,” where employees can feel emotionally exhausted and disconnected from their job.
  • Irregular Working Hours: The majority of call centers are operational 24/7 which can lead to unpredictable work hours that can include nights, weekends, holidays, and weekends. These work schedules can impact employees’ work-life balance and social activities, which makes it challenging to maintain an appropriate and steady routine. Unscheduled hours can also cause sleep disruptions and can further increase stress.
  • Limited Autonomy: Agents in call centers are often confined to their autonomy and are expected to follow strict rules and procedures given from their employer. The absence of some control in their tasks can be difficult and demotivating, adding to the stress they experience during their work.

Signs of Call Center Stress in Agents

If left unaddressed, call center stress can cause burnout in call centers which is a serious mental health issue. Burnout is acknowledged from the World Health Organization (WHO) as a disorder that may result in anxiety, physical illness like heart disease and suicidal or self-harming thoughts. What can you do to determine if the agent is suffering from stress in the call center? Watch out for these signs that are common:

  • Lack of Energy: The physical and psychological fatigues are both common results of burnout and key factors in stress in the call center. Sleepiness and a loss of appetite are additional signs. Employees of call centers suffering from this condition may also suffer from:
    1. Be more anxious at the work environment
    2. Display signs of depression
    3. Get more angry with coworkers
    4. Be more patient in the workplace and with phone callers
    5. Decline in Concentration and Productivity

  • Decline in Concentration and Productivity: Stress and fatigue can lead to call center workers who are stressed out not being able to concentrate on their tasks and keep up. Unfocused on their work can result in erroneous mistakes like transferring calls through to the incorrect department.

  • Feeling Isolated: Stress at the call center can make employees feel lonely. They might not wish or be able to express their emotions to people at the work environment or in their private life, which may make them feel isolated. To “get away” from everything (and everyone) people who suffer from stress in the call center might begin to avoid social gatherings, not participating in team building exercises, or reporting absent from their work. If the former is true it could be that they are feeling physically ill however, they will not blame their absence on stress, burnout or depression. In the end, they aren’t getting the support they require.

  • Negative Attitude Both in General and About Work: Agents who are burned out often display a more negative outlook on their job. An indication that a person suffers from call center stress may be voicing more complaints regarding tasks that they used to handle without issue. They may also be more willing to voice negative thoughts about non-work things, like the unhappiness they experience in their private life.

 

  • Less Interest in After-Work Hobbies: A large part of an employee’s more apathetic behavior can manifest itself in the desire to avoid hobbies after work, for example, taking part in a game or reading books. A reluctance to engage in things that used to bring their enjoyment can result in a decline in their physical and mental well-being.

The Effects of Stress in Call Centers

Stress from the call center could have negative effects for the emotional and mental well-being of workers. The consequences can include:

  • Burnout: Long-term exposure to extreme levels of stress can cause burnout. It is manifested by depersonalization, emotional exhaustion and lower personal performance.
  • Health Issues: Stress can lead to a myriad of mental and physical health issues, including depression, anxiety and high blood pressure and the increased risk of heart disease.
  • High Turnover: High stress of jobs in call centers usually leads to high turnover of employees since many are unable to cope with the stress and demands of their work.
  • Reduced Job Satisfaction: Employees who suffer from high levels of stress could not be as satisfied with their work. This may further decrease their motivation and dedication to the job.

Tips on how to manage high volume and demanding workload

  • Take breaks throughout the day: Get up and walk around and talk with a colleague or spend a few minutes to unwind and relax.
  • Prioritize your tasks:Concentrate on the most crucial tasks first, and then delegate or put off less-important tasks.
  • Set realistic goals for yourself: Don’t attempt to tackle too many things in a single day. Set achievable, small goals for yourself and break large tasks into smaller tasks.
  • Take advantage of technology: There are plenty of resources and tools to assist you in managing your workload. For instance, you could utilize a to-do list application to track your activities and you can also make use of a time-tracking application to track the time you’re spending.
  • Ask for help when you need it: Don’t hesitate to seek assistance from your boss or colleagues in case you’re feeling overwhelmed.

Tips On Dealing With Difficult Customers

Here are some helpful tips for how to handle difficult customers:

Stay calm and professional.

 

It can be difficult to stay calm when dealing with a difficult customer, but it is important to do so. If you get upset or angry, it will only make the situation worse.

Listen to the customer.

Let the customer know that you are listening to them and that you care about their concerns. Try to understand what is making them upset and what they want you to do to resolve the situation.

Acknowledge the customer's feelings.

Let the customer know that you understand how they are feeling. This will help them to feel heard and validated.

Apologize if necessary.

If the customer is upset about something that your company did wrong, apologize for the inconvenience.

Offer a solution.

Once you understand the customer's problem, offer a solution that is fair and reasonable. If you are unable to resolve the problem immediately, let the customer know what you will do to resolve it and when they can expect to hear back from you.

Be patient.

Dealing with difficult customers can be frustrating, but it is important to be patient. Remember that the customer is probably upset and frustrated as well.

Don't take it personally

It's important to remember that the customer is probably not upset with you personally. They are upset with the situation.

Don't argue with the customer.

Arguing with the customer will only make the situation worse. Try to stay calm and professional, and focus on resolving the issue.

Don't be afraid to escalate the issue.

If you are unable to resolve the issue yourself, don't be afraid to escalate it to a supervisor or manager.

Take care of yourself.

Dealing with difficult customers can be stressful. Make sure to take care of yourself by getting enough sleep, eating healthy foods, and exercising regularly.

How to reduce call center stress

Stress reduction in call centers is vital to improving wellbeing of employees as well as improving efficiency of service to customers. Here are a few strategies to reduce stress in call center environments:

  • Training and Skill Development: Ensure that employees are well-trained and equipped with the skills needed to handle customer inquiries and issues effectively. This can help boost confidence and reduce the stress associated with not knowing how to respond.

  • Supportive Work Environment: Create a supportive and collaborative work environment where team members can rely on each other for assistance and share experiences. Encourage a sense of camaraderie and teamwork.
  • Clear Communication: Maintain open and transparent communication with employees. Keep them informed about changes, updates, and expectations. This can reduce uncertainty and anxiety.
  • Flexible Scheduling: Whenever possible, provide employees with more flexibility in their work schedules. Offering options for shift preferences or accommodating individual needs can help reduce stress related to irregular hours.
  • Adequate Resources: Ensure that call center agents have access to the necessary resources, such as up-to-date information, tools, and technology. Inadequate resources can lead to frustration and stress.
  • Empowerment: Give employees a degree of autonomy to make decisions and deviate from strict scripts when necessary. This can increase their sense of control and reduce stress associated with feeling micromanaged.
  • Well-Defined Breaks: Implement well-structured break schedules to allow employees to recharge. Short, regular breaks can help reduce stress and maintain focus.
  • Mental Health Support: Offer mental health resources and support, such as counseling services or stress management workshops, to help employees cope with the emotional demands of the job
  • Recognition and Appreciation: Recognize and appreciate the hard work and dedication of your call center agents. Acknowledgment and positive feedback can boost morale and reduce stress.
  • Performance Feedback: Provide constructive feedback and coaching to help employees improve their performance. Addressing areas of improvement can reduce anxiety about job security.
  • Ergonomic Workspace: Ensure that the physical workspace is comfortable and ergonomically designed to reduce physical stress and discomfort.
  • Time Management Training: Offer training on effective time management and stress reduction techniques. This can help employees prioritize tasks and handle high call volumes more efficiently.
  • De-escalation Training: Train employees in de-escalation techniques to handle challenging customer interactions with confidence and composure.
  • Regular Assessments: Periodically assess the workload and stress levels of your call center employees. Use feedback and data to make necessary adjustments and improvements.
  • Stress Reduction Programs: Implement stress reduction programs, such as mindfulness or meditation sessions, to help employees relax and manage stress on and off the job.
  • Encourage Self-Care: Promote self-care practices among employees, such as regular exercise, healthy eating, and adequate sleep. Encourage a healthy work-life balance.  

To reduce stress in call centers, it is necessary to employ an approach that is multi-faceted and combines training as well as support and adjustments within the workplace. Implementing these strategies, managers of call centers can provide an environment that is less stressful and more friendly workplace for their employees which results in increased employee satisfaction and superior customer service.

Conclusion

Being a part of a call center is certainly a demanding and stressful job. Constant contact with customers and high volumes of calls, routine tasks, as well as emotional work are all factors that contribute to stress faced by workers in call centers. Understanding and addressing the causes that cause stress at call centers are crucial for the wellbeing of the people working in these positions. Employers should take steps to give better support, training and mental health resources to their contact center workers to assist them in coping with stress of the jobs and minimize the impact that stress has on their life.

Frequently Asked Questions

Yes it is true that the work of working at a call center can be stressful. Agents in call centers frequently have to manage the high volume of work and demands as well as difficult customers, inability to control their work, and unpredictability in workplaces. This can cause various mental and physical health issues like stomach aches, headaches, muscle tension, fatigue, depression, anxiety and burnout.

The toughest part of being a part of a call center is frequently the constant and emotional demands of interactions with customers. Agents at call centers have to deal with many different types of queries as well as complaints, and even angry customers all while keeping their cool and adhering to the scripts and achieving strict performance metrics. The constant pressure, combined with repetitive work and unscheduled working hours, can result in excessive stress and burnout, which makes it an extremely stressful environment to many of the employees.

Yes, working in a call center can be a major influence on mental well-being. Constant exposure to stressful situations, which includes working with angry and demanding clients, the repetition of tasks and strict targets for performance which can cause increased anxiety, stress along with emotional fatigue. As time passes, this could result in mental health issues like depression, burnout, and higher levels of anxiety and stress. The right support systems and strategies for managing stress are essential to reduce these negative effects and improve the well-being of employees working in call center environments.

Some people leave job opportunities in call centers because of the intense stress and emotional pressures that come with the job. The monotonous repetition of job as well as the pressure to achieve strict benchmarks for performance, could result in frustration and burnout. Furthermore, the irregularity of working hours such as weekends and evenings could disrupt the work-life balance which can lead to increased the rate of turnover in call centers.

Being in a call center can cause a variety of negative effects, such as increased stress levels because of the constant interactions with clients and the pressure to achieve performance goals. The demands on the mind and body of the job could cause emotional exhaustion and burnout. Unconformity in working hours can affect the rhythm of sleep and your personal life which could lead to sleep problems and mental and physical health problems.

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