Improving Mental Health Care in Call Centers

Mental health care has always been a thing to worry about in call centers!

Employees always complain of working in a monotonous working environment in BPOs as they have to handle repetitive phone calls throughout the day. Call center services undoubtedly have repetitious functions. However, taking care of some simple mental health care tips can help companies avoid staff attrition.

Improving Mental Health Care in Call Centers

Call centers have the highest attrition rate as the agents flee to other companies in search of a better salary and to avoid repetitive tasks.

Well, what can a call center company do to avoid rising staff attrition? Well, the main reason for the staff fleeing early is the non-friendly work environment.

Call centers need to work on the same to ensure that the employees stay back. What does a staff look for? It is nothing more than mental peace and a company that takes care of health facilities along with good pay.

To enhance health care systems, companies need to renovate their policies along with other traditional rules. There has to be a good healthcare plan so that the agents can use the same when needed.

Moving ahead, to take care of the mental health concerns of the staff, call centers need to function on the below-mentioned tips:

Promoting wellbeing

To make sure that your business is staff-friendly, you need to promote wellbeing. As a business owner, it is not only important to check whether the daily tasks are been performed or not. However, it is equally significant to check that the employees are happy and that they feel comfortable discussing any issue.

Companies can conduct mental health campaigns, celebrate important days like World Mental Health Day, or conduct mindfulness sessions for the staff. Doing so, the firm makes the staff feel important and the employees get something to involve in apart from the daily monotonous functions.

A small attempt to help the staff avoid stress can help your firm slow down the rising attrition. Your regular attrition and hiring and training program does not bring productivity, so think of options that can bring better results.

Talking about a work-related issue

To improve mental health care in call centers it is significant to talk freely about work-related issues. Companies need to make sure that their employees do not hesitate to communicate about their work-related challenges.

If your business does not maintain transparency, the employees will slowly leave you for other companies that consider staff issues as an important aspect. The employees are not your slaves, thus thinking about their wellbeing is your responsibility.

Companies can also make area for indoor games for the staff so that they can enjoy some free time when they feel stressed.

Training supervisors to handle mental health issues

Call center services are all about handling repetitive customer concerns 24X7. Handling angry customers and dealing with multiple inquiries is pissing for the agents at times. This is when employees feel mentally stressed at work.

When supervisors are supportive enough and help their juniors with new ideas to avoid stress, the staff feels like staying back. If the staff does not find your business user-friendly, they will eventually look for other better options.

Thus, train your managers and make them understand the significance of employees.

Monitoring KPIs

You must be wondering how KPIs help a business with mental health issues.

Well, KPIs help to handle a problem even before it occurs, thus it is a pre-step taken to avoid mental stress. The KPIs inform the performance of every agent to the manager beforehand, so when there is an issue in performance, managers can talk to the staff directly.

Here, the managers need to understand the situation rather than yelling at the agent for better performance. Communicating the issues, several problems can be resolved easily.

Not taking mental health issue as a failure

Call centers need to have an environment where mental health stress and its related concerns are not treated as a failure. Supervisors need to motivate their staff so that the employees can beat their stress positively.

After all, a happy agent will always give her/his 100 percent when they feel the business respects them. Thus, earn your employees’ trust and help in bringing the best to the organization.

Reviewing processes and introducing a direct support helpline

Call centers need to have an open talk on stress and anxiety.

It helps to know about the agents that need assistance. This is why it is significant to review the business processes so that any issue in services is firstly managed to avoid stress possibilities.

Secondly, introducing a direct helpline number can also help. Make things transparent in your business and urge the staff to talk about their problems. This way, the employees will not leave your business and will talk to you to find a solution to their problem.

Thanks for reading!

Improving Mental Health Care in Call Centers

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