A recent study by Mercer, a consulting company, regarding employee turnover in the U.S. and Canada revealed that call centers and contact centers face an annual turnover rate of nearly 40%, compared to an average of 13.5% across industries. Why are these industry numbers so high? Experts cite high stress levels as one of the main reasons. What is stress, and more importantly, how can it be managed? Let’s explore.
What Is Stress?
The founder of stress theory, Canadian endocrinologist Hans Selye, describes stress as a non-specific response of the body to any external or internal demands that disrupt its balance and require adaptation. Stress can manifest as either a physical or emotional reaction to stimuli or changing conditions.
The American Psychological Association (APA) defines stress as the physiological and psychological response of the body to situations perceived as threats or challenges. This response activates the “fight-or-flight” mechanism, which has been part of human evolution.
Is Stress Always Bad Thing?
Stress can be categorized into two types: distress (negative stress) and eustress (positive stress).
Eustress is a beneficial form of stress that motivates and stimulates mental activity, helping people tackle challenges. For example:
- Feeling nervous before an important presentation, which drives better preparation.
- Physical activity that causes short-term stress but strengthens the body over time.
Distress, on the other hand, can lead to emotional and physical exhaustion if the stressor persists without adequate rest or adaptation.
Why Is Positive Stress Important?
Stress is a natural defense mechanism that helps people adapt to changes. For instance, individuals working under moderate stress can solve complex problems faster and develop new skills. In dangerous situations, stress mobilizes the body’s resources, triggering protective and self-preservation responses.
While stress can pose challenges, in certain circumstances, it is essential for growth, learning, and achieving goals. So why do so many people identify stress as a leading cause of leaving a contact center?
What is a Call Center Stress?
Has stress in the call center and contact center industry truly increased, or is it simply a case of “zoomers not wanting to work”? Leading global companies providing outsourced call center or contact center services acknowledge in their publications that workload and pressure on employees have been growing in recent years. This phenomenon even led to the coining of a specific term: “Call Center Stress.”
“Call Center Stress” describes the emotional, physical, and psychological strain experienced by contact center agents during their work. Key sources of this stress include high-intensity workloads, constant interactions with customers (often dissatisfied or aggressive), strict time constraints for task completion, the monotony of the job, and a lack of clear career growth opportunities. These factors can lead to burnout, high turnover rates, and a general decline in productivity.
Why Has This Term Emerged Recently?
To clarify: working in a contact center has always involved customer interactions. Not every client calling a call center or reaching out through text-based channels is there to express gratitude for great products or services. On the contrary, most inquiries are about problems or questions that require immediate resolution.
While working in a call center has always been linked to some level of stress, active discussions about “call center stress” as a distinct phenomenon have only emerged recently. Here are some reasons for this:
Changing Customer Expectations
Modern customers have become more demanding, expecting instant responses to their inquiries. This creates additional pressure on agents to meet these elevated expectations.
Social Changes
In recent years, societal shifts have exacerbated the problem. Since 2019, many contact center employees were forced to transition to remote work. For agents, this introduced challenges like isolation, difficulties maintaining productivity at home, and insufficient communication with colleagues or supervisors.
Rapid Technological Development
The rise of multiple communication channels (phone, live chat, social media) has increased the workload for agents, requiring them to quickly adapt to new formats. Additionally, the advent of AI-driven automation tools threatens the very existence of the agent profession, adding another layer of stress.
You may be interested: Will AI replace call center workers?
Focus on Customer Experience
The growing emphasis on delivering exceptional customer experiences places high emotional demands on agents. They are required to handle complex requests and deal with dissatisfied customers while adhering to strict communication policies.
Other contributing factors include global economic uncertainty, which adds pressure through potential job cuts and fears of unemployment, as well as technological innovations. While these innovations simplify some tasks, they also demand continuous learning and skill development.
This nuanced understanding of “Call Center Stress” demonstrates its increasing relevance and highlights the systemic and external factors shaping the challenges faced by contact center agents today.
How to Overcome a Call Center Stress?
Here’s where we get to the heart of the issue! Effectively managing stress is critical to reducing employee turnover. Each resignation due to stress not only results in additional costs for hiring and training new staff but also negatively impacts productivity. Agents under stress tend to work less efficiently, leading to financial losses for the company.
Let’s focus on practical steps to break the chain of “stress–exhaustion–burnout–turnover.”
7 Practical Tips to Reduce Stress in Contact Center Agents
1. Clear Understanding of Job Expectations
As we’ve established, stress triggers the “fight or flight” response. To help agents choose the first option, they need a clear understanding of their responsibilities, starting with the job description. Agents should know what tasks they’ll perform, what results are expected of them, and how their performance will be measured using transparent KPIs.
Well-defined expectations minimize uncertainty—one of the primary sources of stress. When KPIs (such as Average Handling Time (AHT) or Customer Satisfaction (CSAT)) are clearly explained and supported with training, agents can focus on achieving goals without unnecessary anxiety.
2. Providing Support and Training
Agents who lack adequate support from the company are more susceptible to stress. Regular training sessions and coaching equip them to handle difficult customers and enhance their skills effectively.
Support from team leaders, project managers, or colleagues fosters a sense of shared responsibility. Initiatives like peer-to-peer mentoring can be invaluable. For instance, Global Bilgi’s “White Shadow” program aids new hires in adapting through mentorship with experienced colleagues.
3. Flexible Work Schedules
Working in a contact center often involves irregular or night shifts, contributing to heightened stress levels. Introducing flexible schedules helps agents balance work and personal life, positively affecting their emotional well-being.
This includes the possibility of remote work. Flexibility empowers agents to better manage their time, reducing stress. Tools like Shiftswapper, a WFM software by Global Bilgi, allow agents to exchange shifts autonomously, removing the burden of monitoring from managers.
4. Stress-Relief Techniques at Work
The workplace should facilitate emotional decompression. Breaks for physical exercises, breathing techniques, or relaxation zones can help employees recharge quickly.
Companies may also organize mindfulness or stress-management workshops. These techniques empower agents to handle emotional stress better and maintain psychological balance. Professional psychological consultations can also be a valuable resource.
5. Automating Routine Tasks
A significant source of stress stems from monotonous or complex tasks. Automating processes—such as using chatbots for simple queries or autodialers for call handling—reduces the workload and allows agents to focus on more engaging and challenging tasks.
Automation also minimizes errors, alleviating stress from agents who worry about data accuracy. Features like call transcription streamline after call work and data entry into CRM systems.
6. Realistic Workload Planning
Overburdening agents is a common cause of stress. Properly planning the volume of calls or inquiries an agent can handle during a shift is essential.
Ensuring adequate staffing for each shift prevents overload. Predictive modeling tools for workload management can further enhance the organization of work.
7. Recognition and Motivation
Employees who feel valued are less prone to stress. Recognition programs like “Agent of the Month” or performance-based bonuses boost motivation and morale within the team.
Open communication between management and employees is particularly vital in remote work scenarios. Regular one-on-one and team meetings, as well as accessible managers, foster a supportive atmosphere. This approach not only acknowledges employees’ contributions but also addresses issues promptly, reducing feelings of isolation and stress in remote settings.
Recommended article: Remote work in a call center: how to avoid burnout?
Conclusion
“Call Center Stress” isn’t just a challenge for agents—it’s a strategic priority for companies aiming to maintain high productivity and support employee well-being. Implementing effective stress-reduction practices helps retain talent and builds a positive employer brand.
Addressing stress involves clear job expectations, fostering a supportive work environment, and providing agents with tools to manage emotional strain. Transparent communication between leadership and staff builds trust and engagement, reducing stress levels.
By understanding stress as both a challenge and an opportunity, companies can harness its potential for growth. A well-managed approach to stress can drive the development of an Employee Experience culture, balancing operational efficiency with care for employees’ health and well-being.
