How To Prevent And Manage Stress In The Call Center

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How to Prevent and Manage Stress in the Call Center// 1

How to Prevent and Manage Stress in the Call Center// 2

// table of contents //01 // Prevalence of Call Canter Agent Stress // 0602 // What is Stress? // 0903 // How Managers Can Identify Signs of Stress in Call CenterAgents // 1204 // Sources of Stress // 1505 // The Effects of Stress on Call Center Agents // 2906 // Effects of Call Center Agent Stress on the Company // 3407 // How to Combat Stress in the Call Center Environment // 3708 // Conclusion // 49How to Prevent and Manage Stress in the Call Center// 3

Meta DescriptionCall center agents encounter daily stressors fromcustomers, coworkers, managers and the demandsof the company.They work in a distracting environment, face highconsumer expectations and experience pressure to meetcompany standards.This pressure is compounded by the continuous expectationto exceed performance metrics while their service quality iscontinuously scrutinized by managers. All of these factorscontribute to call center agent stress.When these stressors become significant, they result indecreased productivity, job satisfaction and health; all ofwhich have major effects on the call center.How to Prevent and Manage Stress in the Call Center// 4

The average turnover rate in the call center industryis approximately 40% and the estimated cost of turnoveris 10,000 per agent (James, 1998). This surmounts to 2.4 million per year in a 1,000 seat call center.Call center stress affects the well-being of the agent, theeffectiveness of the call center and the bottom line of thecompany.It is therefore a significant issue that warrants attentionand immediate action.Turnover ratein a call centerThis e-book will discuss the role of stress inthe call center, how managers can identify stressin their workforce, sources of stress, how stressaffects call center agents and the company andhow call center managers can prevent stress inthe call center.How to Prevent and Manage Stress in the Call Center// 5

// 01 //Prevalence ofCall CenterAgent StressHow to Prevent and Manage Stress in the Call Center// 6

Prevalence of Call Center Agent Stress// Stress within the call center is a pervasive issuethat impacts most agents. //ACA Research (1998) reported that of the 433 call centeragents surveyed:Requested training instress managementReported experiencing atleast one stress symptomReported a mediumamount of stressStated that stressin their job is highor very highHow to Prevent and Manage Stress in the Call Center// 7

Prevalence of Call Center Agent StressFindings from this study suggest that stress is prevalentin the call center environment and agents are interestedin reducing stress.Stress can have a huge impact on a call center agent’smental health, productivity and wellbeing.// It is therefore imperative that practices be set in place tohelp identify and combat stress within the call center. //How to Prevent and Manage Stress in the Call Center// 8

// 02 //Whatis Stress?How to Prevent and Manage Stress in the Call Center// 9

What is Stress?Stress is the response of the body to any demand forchange.Both negative and positive stressors can lead to an experienceof stress and the stressor can be external (e.g. job demands) orinternal (e.g. high expectations) or both.There are two types of stress:01 // ACUTE short-term stressAcute (short-term) stress is the body’s immediate responseto a situation that is demanding, dangerous or exciting.02 // CHRONIC long-term stressChronic (long-term) stress is caused by stressful situationsor events that last a long period of time.How to Prevent and Manage Stress in the Call Center// 10

What is Stress?The intensity and duration of the experienced stressorcan vary depending on personal and situational factors.These include physical health, emotional health, socialsupport, social issues, job related issues, coping strategies,personality, temperament and previous experience withstress related issues.// Stress is therefore a complex experience that variesfor each individual. //How to Prevent and Manage Stress in the Call Center// 11

// 03 //How ManagersCan Identify Signsof Stress in CallCenter AgentsHow to Prevent and Manage Stress in the Call Center// 12

How Managers Can Identify Signsof Stress in Call Center Agents// Stress is a complex, multifaceted and personalizedexperience. It can therefore be difficult to identifyand combat. //However, it is imperative that managers looking to reducestress in the call center environment first understand thesigns of stress in order to identify its source.Managers in a call centers must realize that every agent’sexperience of stress is different. Signs of stress will thereforevary for each individual. In order to identify call center agentswho are experiencing stress, they must be aware of all of thepossible signs of stress.Signs of stress can be:COGNITIVEMemory problems, difficulty concentrating, racing thoughts, forgetfulness,confusion, difficulty making decisionsand exhibiting poor judgment.How to Prevent and Manage Stress in the Call Center// 13

How Managers Can Identify Signsof Stress in Call Center AgentsEMOTIONALExhaustion, mood liability, irritability,pessimism, frustration, anxiety, worry,feeling overwhelmed and depression.PHYSICALHeadaches, dizziness, backaches,neck pain, indigestion, sweating,tremors and nausea.BEHAVIORALChanges in eating and sleeping, jawclenching, stuttering, blushing, isolatingoneself, procrastinating and substance use.should be aware of all of these signs ofstress and should constantly assess each call center agent basedon this knowledge.call center managersOnce managers identify which agents experience stress, theycan look for the source of stress.How to Prevent and Manage Stress in the Call Center// 14

// 04 //Sourcesof StressHow to Prevent and Manage Stress in the Call Center// 15

Sources of Stressenvironment can come frommany different sources. Below is a list of possible sources ofstress that call center agents can experience.stress within the call center01 // ROLE CONFLICTRole conflict is defined as the simultaneous occurrence oftwo or more types of pressures such that compliance withone would make the compliance with the other more difficult.The conflicting demands between pressure to improveoperational efficiency (e.g. response time, waiting time, productivityand service level), maximize customer satisfaction and achieveexcellent information gathering all create stress within the callcenter environment.BETWEEN PERFORMANCE02 // INCONSISTENCIESEXPECTATIONS AND EVALUATIONSStress can result from inconsistencies between jobperformance expectations and performance evaluationcriteria. Agents who are asked to increase customer satisfactionbut are being evaluated based only on KPIs such as service levelwill feel torn between meeting expectations and improvinghow they will be evaluated.How to Prevent and Manage Stress in the Call Center// 16

Sources of Stress03 // ROLE AMBIGUITYRole ambiguity results when the call center agent is uncertainabout job requirements, supervisory expectations or when orhow their performance will be evaluated. This creates stress asthey lack concrete and helpful guidance in order to performtheir job adequately.04 // LACK OF APPROPRIATE RESOURCESCall center agents who are provided little training, feelthat training was ineffective or have inadequate equipmentexperience more stress than those who feel more preparedto execute their job perfectly. This is likely because they feeltheir performance would be better and customers wouldbe more satisfied if they had appropriate resources.How to Prevent and Manage Stress in the Call Center// 17

Sources of Stress05 // EXCESSIVE MONITORINGWhen call monitoring practices are too frequent, too intrusiveor feedback resulting from call monitoring is too harsh agentsexperience more stress (Aiello & Kolb, 1995). Some call centeragents have reported that intensive control measures and rigidsurveillance systems are oppressive and emotionally demanding.Additional research has suggested that high levels of monitoringand low levels of job control can be positively correlated withanxiety, depression, diminished job satisfaction and turnover rates.06 // OVERWHELMING JOB DEMANDS (AKA OVERLOAD)Working in a fast-paced environment with ambitious answerrate goals can put a lot of pressure on a call center agent.When the demands placed on the agent exceed their capacity,this creates stress for the agent.How to Prevent and Manage Stress in the Call Center// 18

Sources of Stress07 // LACK OF SOCIAL SUPPORTLack of social support from both supervisors and co-workershas an effect on burnout. Agents who perceive little socialsupport within the workplace are more likely to experience stress.08 // LACK OF CONTROLCall center agents who are bound by strict rules to follow, ascript, tight performance measures, regimented break schedulesand ambitious individual targets will feel more confined andless capable to adequately perform their job (Hutchinson et al., 2000).This lack of perceived control increases stress in call center agents.09 // MONOTONOUS WORK TASKSIn an attempt to ensure a higher degree of consistency inservice level and reduce costs, call centers have shifted tooversimplify tasks, encourage the adherence to strict scriptsand standardize processes for their agents (Batt, 2002; Deeryand Kinnie, 2002; Houlihan, 2002). These shifts reduce theHow to Prevent and Manage Stress in the Call Center// 19

Sources of Stressamount of mental stimulation, creativity, autonomy anddecision-making discretion that the agents are able to exercise(Paul and Huws, 2000; Holman, 2002; Houlihan, 2002). The resultis a work environment that can be highly monotonous andunchallenging. This leads to frustration, disengagement,low sense of self-efficacy and stress.10 // LACK OF APPROPRIATE AWARDSCall center agents who feel they are notsufficiently rewarded for their workexperience more stress than those whofeel that they are. Insufficient financialrewards (e.g. incentives), lack of social rewards(e.g. acknowledgement) or lack of intrinsic rewards(e.g. lacking pride in doing something important and doingit well) can all contribute to the experience of stress.11 //FEELING UNDERVALUEDCall center employees often feel undervalued in their rolewithin the company (Richardson et al, 2000; URCOT, 2000).How to Prevent and Manage Stress in the Call Center// 20

Sources of StressThey feel their contribution to the company is not acknowledgedor appreciated and that their work has no impact on thecompany. This can lead to frustration and stress.12 // LACK OF STATUS ASSOCIATED WITH POSITIONCall center agents often state that society fails to appreciateor recognize the interpersonal, communication and relationalskills required for their work (URCOT 2000). These perceptionsdemoralize call center agents and diminish their attachmentto their job.13 // LACK OF PRIDE ASSOCIATED WITH POSITIONOne study suggests that for the majority of call center agents,their occupation was not part of their career strategy (Watsonet al., 2000). Most of the call center agents surveyed stated theysought employment as a call center agent due to financialhardship, lack of available alternatives and lack of skills orqualification for other lines of work. As a result, there was littlepersonal identification with call center work or attachment tothe call center industry. This lack of pride associated with theirposition can lead to an experience of stress while on the job.How to Prevent and Manage Stress in the Call Center// 21

Sources of Stress14 // INFLEXIBLE OR DIFFICULT WORKING HOURSThe shifting trend to provide 24/7 phone supportto customers has resulted in more rigid or difficult(e.g. graveyard shift) shift hours for call centeremployees. Call center agents are asked to workextended hours and are increasingly boundby inflexible shifts systems (Richardson et al, 2000;URCOT, 2000; Watson, Bunzel, Lockyer, and Scholarios, 2000).These conditions are conducive to stress and burnout.15 // UNFAIRNESSUnfairness in the workplace such as unequal workload, lack ofappropriate pay, cheating or when evaluations and promotions arehandled inappropriately leads to stress within call center agents.16 // HIGH CONSUMER EXPECTATIONSCustomers are becoming more savvy consumers and as a resulttheir expectations for customer service are increasing. This pressureis compounded by the pressure placed on the call center agents byHow to Prevent and Manage Stress in the Call Center// 22

Sources of Stressincreasingly high managerial expectations and performance targets.Agents feel compelled to meet the demands of the customer aswell as their company and management expectations.17 // ANGRY CUSTOMERSThe majority of call center agents report receiving calls from verballyaggressive customers daily (Crome, 1998). As a result, call centeragents handle emotionally demanding calls with little or no timeto recuperate because of the constant pressure to continue to makeor receive calls. The consequence of continual verbal aggression isincreased experience of stress, emotional exhaustion and absences.18 // OUT OF DATE COMPUTERS OR SOFTWARECall center agents who are ill-equipped to effectively handlecustomer interactions due to out of date equipment are morestressed than those who are not. Slow boot and processing times,How to Prevent and Manage Stress in the Call Center// 23

Sources of Stressinefficient call center software or working from too many differentoffice systems can frustrate call center agents. They feel thattheir level of efficiency is not optimized and their productivitysuffers. If they are under additional pressure to perform due tounrealistic evaluative measures, they may feel added stress astheir performance is restricted due to being ill equipped.19 // LOW OR QUESTIONABLE JOB SECURITYCall center agents who feel their job security is questionable orcompromised may experience the constant stress of not knowingwhen they will be let go. This lack of perceived control over theirjob security can lead to the experience of anxiety and stress.20 // NO OPPORTUNITIES FOR ADVANCEMENTCall center agents often report limited and inadequateopportunities for training and career development (Crome, 1998;Richardson et al, 2000; URCOT, 2000). The lack of opportunities foradvancement may decrease their motivation to perform their jobwell, to feel a sense of pride in their work and to feel attachedto their position, all of which result in the experience of stress.How to Prevent and Manage Stress in the Call Center// 24

Sources of Stress21 // LACK OF TRAINING OR DEVELOPMENT OPPORTUNITIESCall center agents complain that the repetitive and monotonousnature of their work offers little opportunity to expand theircapabilities and skills base. Additionally, the training andfeedback they receive based on their performance can be minimalor ineffective. As a result, career development is hindered giventhe lack of transferable skills (Richardson et al, 2000; Deery andKinnie, 2002).22 // PHYSICAL DEMANDSThe restrictive and repetitive nature oftasks that call center agents engage in,coupled with the requirement that theyremain seated and take breaks onlywhen scheduled can be very physicallydemanding. As a result, call center agents havebeen found to experience eye sight difficulties,occupational voice loss, sleeplessness, back and neckpain, postural problems as well as headaches (Richardson,1998; URCOT, 2000).How to Prevent and Manage Stress in the Call Center// 25

Sources of Stress23 // UNPREDICTABLE WORK ENVIRONMENTThe unpredictable nature of call traffic contributes to stress bycreating uncertainty for workers (ACA, 1998; Batt and Moynihan, 2002).They must maintain a constant level of alertness in anticipationof the next call and often worry that they might miss an importantcall while on break. In addition to the unpredictable nature ofcall traffic, the call center agent can never predict how the nextcall will proceed, its level of complexity or how much effort willbe required to successfully engage with the customer. All of theaforementioned factors contribute to stress.24 // POOR ERGONOMICSIn a recent report by the workplace technology foundation (2003),poor ergonomics such as poor posture, the use of excessive forcewhen hitting keys and inappropriate computer monitor distancesall contributed to workplace stress within a call center.25 // INEFFECTIVE OR POOR MANAGEMENTCall center agents are increasingly quitting or refusing jobs at callcenters where there is a deficiency of people management skillsHow to Prevent and Manage Stress in the Call Center// 26

Sources of Stress(URCOT, 2000; Wallace et al, 2000). For the agents who work in thesecall centers, poor or ineffective management likely affects theirlevels of stress.26 // DIFFICULT WORK ENVIRONMENTThe work environment in call centers can also be conducive tostress. Many call centers are loud, crammed and agents are often“wired to the desk” by telephony and computer equipment (ACA,1998; URCOT, 2000; Paul and Huws, 2002). These work environmentalfactors can cause significant emotional and physical strain.How to Prevent and Manage Stress in the Call Center// 27

Sources of Stress27 // LOW SALARYCall center agents often express dissatisfaction with their relativelylow salaries (Richardson, 1998; Kinnie et al, 2000; Paul and Huws, 2002)which result in financial strain.All of the aforementioned factors can be sources of stresson call center agents.The sheer number of stressors implies that call center agents likelyexperience constant stress from many different sources and thatthis has an impact on their performance and well-being.How to Prevent and Manage Stress in the Call Center// 28

// 05 //The Effectsof Stress onCall CenterAgentsHow to Prevent and Manage Stress in the Call Center// 29

The Effects of Stress on Call Center Agentsstress has a pervasive effect on call center agents,their performance and their attitude towards their job.Below are 10 effects of stress in call center agents.01 // POOR HEALTHStress significantly impacts the immune system, nervoussystem, musculoskeletal system, respiratory system, cardiovascular system, endocrine system and gastrointestinal system.More stress is correlated with more frequent and severe illnesses,longer recovery time from illness, headaches, panic attacks, upsetstomach and back pain. There is also evidence that 30-40% ofthe employees working in call centers suffer eye soreness, blurredvision, light sensitivity and headaches (Sudhashree et al., 2005).02 // DECREASE IN PERFORMANCEThe presence of stress reduces an employee’s ability to adequatelyperform their job as energy is diverted away from work relatedactivities and towards coping with the stress.How to Prevent and Manage Stress in the Call Center// 30

The Effects of Stress on Call Center Agents03 // DECREASE IN JOB SATISFACTIONCall center agents who experience more stress at work areless satisfied with their job.04 // DECREASE IN PROFESSIONALISMCall center agents who are stressed at work, are less devotedto the company and their position resulting in a decrease inprofessionalism.05 // INCREASE IN CONFLICT AT WORKWhen call center agents experience more stress, they alsotend to engage in more at-work conflict with co-workersand managers.How to Prevent and Manage Stress in the Call Center// 31

The Effects of Stress on Call Center Agents06 // BURNOUTBurnout is an individual’s response to chronic emotionaland interpersonal stressors within the workplace (Maslachet al., 2001).07 // EMOTIONAL EXHAUSTIONExhaustion results from stressful events depleting theemotional resources necessary to cope with the currentwork environment.08 // CYNICISMCynicism, an individual’s distant attitude toward the job,results from feeling stress at work.09 // INEFFICACYInef

How to Prevent and Manage Stress in the Call Center // 10 Both negative and positive stressors can lead to an experience of stress and the stressor can be external (e.g. job demands) or internal (e.g. high expectations) or both. There are two types of stress: What is Stress? 01 // ACUTE short-term stress Acute (short-term) stress is the body’s immediate response

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