Overcoming Call Center Stress

Posted: Mar 21, 2008 | Comments: 3 | Views: 3,872 | Bookmark and Share

Working in a call center environment can be hurled with so much stress. Call center agents worldwide especially in the Philippines mostly complain this manic behavior which they encounter from their customers. If you ever worked in any call center, stress is always on top of their concerns on how to handle it on a daily basis. Customers, especially the Americans are very hard to deal with. They often display their rudeness to the agents, and unfortunately, racism is typically high.

According to the web, stress is defined as: constraining force or influence: as a: a force exerted when one body or body part presses on, pulls on, pushes against, or tends to compress or twist another body or body part; especially : the intensity of this mutual force commonly expressed in pounds per square inch b: the deformation caused in a body by such a force c: a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation d: a state resulting from a stress; especially : one of bodily or mental tension resulting from factors that tend to alter an existent equilibrium .

In another simple definition, stress is the emotional and physical strain caused by our response to pressure from the outside world. Common stress reactions include tension, irritability, inability to concentrate, and a variety of physical symptoms that include headache and a fast heartbeat.

Many of us are suffering from stress. This can be triggered with a lot of factors in which our job related activity is one of the many causes of this psychological behavior. Call center agents both inbound and outbound services will encounter a lot of insulting comments from their customers. The agents are also berated and questioned their incapacity to give technical solutions demanded by the irate clients. Not contented, the foreign customers will say: “You Filipinos fu**!!”, or, “You Filipinos suck!” This is the reality in the call center and beyond. Though call center employees in the Philippines are receiving attractive benefits, they are bombarded with heavy psychological problems especially stress.

The greater number of unhappy customers that the agents may receive in their 8-hour working period is considered stressful to them. Why? The agents may get tired of taking calls of thinking that the next customer might also have the same scenario with their previous customers.

Interestingly, stress can be given immediate attention in order not to make the situation worst. Many call center companies offer various solution to relieve their agents from stress caused by their angry customers. Facilities like fitness clinic, yoga, sporting room, entertainment room, and massages can help agents overcome stress.

In addition, there are certain reminders to the customer service people to fight stress in order not to affect their job. Handling stress properly can bring progress and change in the landscape of the outsourcing industry in the Philippines. The following tips can help you avoid stress:

* Smile and be happy.
* Don’t take the bad comments personal.
* Don’t involve in an argument.
* Try to fix the problem of the customers.
* Understand the root of the issue

Smile and be happy

Though you can’t see the expression of your customers because of the basis of telephoning system, giving your best smile and happy with the job you have can help you make a difference. Call centers agents are trained to practice their good values and proper phone etiquette especially when talking to the customers. Greet them politely, and listen attentively to their concerns.

Don’t take the bad comments personal

Although customers may sometime attack you too much, remember that they are disappointed to the products and not with you. The customers may need someone to fix the problem because they don’t have the chance to speak in a face-to-face conversation. Most of them have been waiting on the line for almost 30 minutes to one hour which pissed them off. They may throw unnecessary words on you, but as soon as you help them, the situation will change from rough conversation to friendly approach. Being a call center agent, always have the patient in understanding the characteristics of each of the customers they encounter.

Don’t involve in an argument

Never enter in an argument with your customer. Avoid giving your personal opinion telling your customers that they’ve done wrong many times. This will not help solve the customers’ problem; instead this may be the start of having a bad argument which might affect the credentials of the agents. The customers may feel that they are ignorant because of the inappropriate and unfriendly approach. Always think of better response when talking to the customers all the time.

Try to fix the problem of the customers

It is better that when the agents listen to the problem of the customers. The agents must always ready to troubleshoot any inquiry that the customers ask. However, if the agents have a hard time in fixing the problem, they can ask their team leaders or their supervisors for the solution. But before doing that, the agents should ask permission to put them on hold for quick seconds. We are not perfect; we may have the skills in oral communication which needed in call center industry but lack of technical experience in other approaches. Many contact centers set up a separate department that specializes in troubleshooting. When the agents told the customers to call them back make sure that they need to do it in order to avoid disappointment from the customers.

Understand the root of the issue

Understanding the root of the issue will answer the problem of the customers. Don’t be over reacted when the customers expressed their rudeness to the agents. Again, they are not directly mad at the agents but to the product itself. Let the customers talk and relay all the problems to the agents. In return, the agents should listen to it and take down some of the vital points related to the issue. The agent may politely say: “I empathize with you Sir. Don’t worry ‘coz I can help you fixing the problem…” Giving the hope that the problem will be fixed right away can avoid difficulty in arising the stressful situation.

These are few of the friendly tips that may help call center agents overcoming stress in their job. Call center is a unique industry giving a promising career to people worldwide.*

(ArticlesBase SC #365704)

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    1. madhu June 15, 2008
    With every job comes a little bit of stress. The call center environment is so dynamic and fast paced, stress levels can be on the high side. Fortunately for those who are working in call centre there are lots of ways to avoid the mental stress at your work place. Here I am describe some of the ways to avoid stress while your are on the job..

    Most people hate having to call for help. They don’t like having to call customer service. If at all possible, do everything in your power to fix the problem without making the customer call back a second time. If you have to put them on hold, let me know that you’re trying to do everything you can to make sure they’re satisfied when they get off the phone. If you do need to transfer them, explain why and let them know if that if they need more assistance they can call you back personally and you’ll continue to help them.
    0
    2. Rajeev July 02, 2008
    Doctors and health officials have realized, how heavy a toll stress is taking on the nation\'s well being. According to the American Academy of Family Physicians, two-thirds of office visits to family doctors are prompted by stress-related symptoms. At the same time, leaders of industry have become alarmed by the huge cost of such symptoms in absenteeism, company medical expenses and lost productivity.
    I know about a natural product \"Relaxane Tablet\" which is being promoted as a solution to Everyday Stress. The company claims that Relaxane comprehensively takes care of Stress and associated symptoms such as: Restlessness, Stress related GI Discomfort etc. and is very safe for long term use.
    0
    3. Trini January 14, 2010
    I have been working in a call center for almost 10 years. and its pure hell. You are not even permitted to go to the bathroom when you need to. Also working in call center has caused me to have health problems such as high blood pressure which i know is caused by working in a call center and diabetes which may or may not be caused by my job. Also i have gained about 60 or more pounds since starting. I am stuck at my desk all day unless its my break. Also i cannot take my medication to control my high blood pressure because one of the side effects is that it makes me have to urinate alot which in a call center using the bathroom between your scheduled breaks is not allowed. I often get cheast pains and think about quitting my job. But sadly most of the jobs available where i live are call centers or perhaps working in a fast food place. well if i am gonna have a job i hate i figure at least in the call center the pay is higher and i get a cushy chair. we have to take a stand against call centers treating us this way. They are denying our most basic of needs by not letting us go to the bathroom. Every day i go into work i feel like i am going to be ill.
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