October 10th is World Mental Health Day - a time to focus your attention on the growing problem of mental illness and its major effects in people's lives-- and the growing stresses facing employees serving customers in non-face-to-face roles.
Did you realize it's estimated that one in every four adults will experience mental health difficulties at one time or another.
Snapshotz Online's research with 1,700 organisations worldwide, points to one critical factor that could improve mental health within every customer contact centre. Over three-quarters (78%) of senior executives and contact centre leaders are not fully aware of the physical and emotional impact of dealing with customers regularly.
Increase in self-service channels has amplified pressures for customer service employees. Many customer, who can't or don't want to manage self-service channels call for help. By the time they reach one of your customer service representatives their frustration level (and anger) may have reached a tipping point.
This compounds stress for those measured on quickly meeting customer satisfaction targets. Over time, these difficult exchanges can affect employee self-esteem, decrease productivity, increase lateness, illness and absenteeism. Employees who do show up to work every day carry a heavier load of responsibilities and thus even more stress. In the end, stress is a major factor in many mental health situations.
In the best centres we've audited, the way to break the cycle is involvement of senior staff.
1. They must be aware of the challenges. In The Customer Response Management Handbook , the author recommends senior staff set aside a few hours regularly (if possible once a week) to listen in (ideally double jacking) to customer calls with some of the employees. We have seen that this one change alone can make a huge difference with decision making throughout the organisation.
2. There must be adequate budget set aside for a good wellness program. One highly regarded group is Wellness First, in Australia/ NZ. They have a great track record setting up practical and cost effective programs. They specialise in customer service centres and cover basics such as resilience, eating well, drinking enough water, exercising, having a healthy social network, as a start.
3. Ensure team leaders and managers are taught to recognise the signs of physical and mental stress with customer service employees.
4. Finally, encourage staff to feel comfortable and safe to ask for help when things seem overwhelming.
Work Health and Safety (WH&S) goes beyond ergonomics and lunch breaks. Healthy employees are the greatest resource a business has. The benefits of good physical and mental health include:
· High levels of staff engagement (being on time and ready to work)
· Increased energy and enthusiasm to resolve customer queries
· Customers sense the positive attitude and customer satisfaction soars
· Service levels increase
· Products and services are delivered more accurately and timely
· Better harmony with other internal departments
· More frequently meeting performance, revenue and cost-cutting targets
Reach out to us if you would like to know more about this topic or if you would like to become part of the Snapshotz Online assessment, Snapshotz Remotability and Professional Certification Programs. We are here to help you improve your work-life balance and the results from your customer service efforts.
