Improving the mental health in call centre workers
While there are many benefits from working in call centre, there is no doubt that some employees are at a higher risk of poor mental health and wellbeing for a variety of reasons.
Call centres are a unique work environment that for many, it is their first experience with a working environment. Throw in lots of performance measures, your calls all being recorded, strict rosters and break times, high compliance measures and so on and its easy to see how if not done correctly, it could be a challenging work environment. This ultimately leads to low morale, high turnover and absenteeism and at a personal level, anxiety and depression.
The good news is that help is available! There are a number of organisations that provide a range of services to improve the mental health and wellbeing of call centre agents including:
- Mental health workshops for frontline agents
- Coaching and leadership training to help identify and manage mental health and wellbeing
- Psychological support services
- Job design
Other resources you may find useful:
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