Stress shouldn’t be seen as a normal part of working as a contact center agent. Agent stress is a big concern as it’s just a catalyst to other problems. Stress often leads to reduced performance, an unhappy work environment, increased turn over and increased costs involved in training new employees. Below are some common pain points and tips on how to create a better work environment and reduce agent stress.
Common Causes of Agent Stress
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Long days with no end in sight
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Lack of recognition
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Poor management
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Lack of resources
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Overworked, over scheduled
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Poor work environment
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Repetitiveness of tasks
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Outdated tools
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Restrictions in ways to help clients
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Scripting
Learning new subject matter can be a daunting task. Call guidance software and well written scripts help eliminate uncertainties, lower stress and ensure consistency in the information that is given out by agents. |
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Skill Based Routing
This ensures that agents only receive calls they are comfortable with or trained to manage. Agents don’t need to fear being unprepared or unable to answer a query because interactions are assigned with the agent’s strengths in mind. This creates a symbiotic experience between the representative and clients as well as promotes first call resolution. |
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Unified Desktop
On average a contact center will ask its agents to use 3 different applications to service is clients. Integrating these applications in a single screen with the agent’s workflow in mind will significantly improve efficiencies, overall work quality and environment. |
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Gamification
It makes things more fun! There is nothing wrong with a little friendly competition & rewards for a job well done. These are wonderful practices that keep motivation & moral high. |
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Personal Dashboards
It’s stressful for an agent to be in the dark about how they are preforming & what is expected of them. A personalized dashboard can provide an easy platform for supervisors to share feedback on performance and provide a space where they can monitor their progress and track the tasks they need to complete. |
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Comfortable Setting
When agents are uncomfortable they aren’t at their best. Comfortable desks, chairs, and headsets all help to make sure that agents are able to keep working comfortably. It’s also important that the thermostat is set at a comfortable temperature for employees and that the work environment is conducive to the tasks at hand. This means that the office is clean, relaxing and not cluttered. |
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Frequent Breaks
Working long periods of time without breaks leads to exhaustion and high levels of stress. Studies show that frequent breaks increase productivity and heighten creativity. Even short breaks have a significant impact in helping to refresh the mind and mental capacities of workers. |
