How Stress Impacts Call Center Agents?

Call center agents experience substantial stress. They operate in a distracting environment, confront high customer expectations and expertise pressure to fulfill business standards. This strain is compounded with the constant anticipation to perform and adds up to a stress level of contact center agents. 


Stress has a pervasive influence on call centre representatives, their functionality and their attitude towards their occupation. The impacts of stress they encounter have a detrimental effect on the business.

 

What Are The Effects of Stress on Contact Center Agent?

 

Health Impact
Stress significantly affects the immune system, nervous system, musculoskeletal system, respiratory system, cardiovascular system, endocrine system and digestive system. More stress is related to more common and severe ailments, longer recovery time from sickness, headaches, anxiety attacks, upset stomach and back pain. There's also proof that 30-40percent of the workers working in call centers have eye discomfort, blurry vision, light sensitivity and headaches.

 

Decrease in performance
The existence of stress reduces an employee's capacity to satisfactorily perform their job since energy is diverted from work-related tasks and towards dealing with the stress related issues and pains.

 

Reduction in job satisfaction
Call center agents who undergo more stress in the office are somewhat less satisfied with their occupation.

 

Increase in the number of conflicts at work
When call centre agents experience more stress, they also often participate in more at-work conflicts with co-workers and supervisors.

 

Burnout
Burnout is an individual's reaction to chronic emotional and social stressors within the office.

 

Emotional fatigue
Exhaustion results in stressful occasions depleting the psychological resources required to deal with the present work environment.

 

Cynicism
Cynicism, a person's remote attitude toward the project, results in feeling stress on the job.

 

Absenteeism
Pressure impacts a worker's voluntary choice to take part in the stressful job environment. Stress triggers half of all absenteeism and one-fourth of voluntary turnover in call centres.

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