Taking care of the mental health of contact center employees

Expert advice for taking care of the mental health of your contact center employees – Kura explains how to improve the mental health of your contact center agents

Employee mental health is in the spotlight after two years of COVID-19 disruption. Research has shown that 44% work-related health problems result from stress, depression and anxiety caused by work.

Contact centers can be particularly stressful for employees, which reach out to customers and help them solve their day-to-day problems. These environments can be intense and emotionally draining, and many counselors deal with clients who are going through difficult personal situations.

It’s clear that the mental wellbeing of our employees needs to be a business priority in 2022. But if your contact center has never had a wellbeing plan in place, it can be difficult to know where to start.

With that in mind, Julie McIntosh, Director of Culture at Kura, shares her top tips for supporting the mental health of your contact center employees.

Organize regular check-ins with your employees

Sometimes it can be difficult to spot a struggling employee – this is especially true if you have a remote or hybrid workforce, which many companies are now doing. Your staff may not feel confident enough to approach you, especially for personal matters, so it is important to check in with them regularly to see how they are doing.

At KURA, we hold weekly interviews with our team members to check in on their well-being. Our employees say they find this very helpful because they can work with their manager to take care of their well-being without having to talk about it.

You can implement regular checks in several ways to make it a pressure-free situation for your staff. Video calls to your remote employees will help make the experience more enjoyable. For office workers or telecommuters who live nearby, meeting at a coffee shop outside of the office can provide a more relaxing setting. Talk to your employees about what environment they will feel most comfortable in (following the Covid guidelines in place, of course).

Facilitate wellness sessions

It is important to personally check in with your people on a regular basis. But now more than ever, we need each other to get through the tough times. At Kura, we started hosting live meditation classes via Zoom during the first lockdown of 2020, and it’s something we’ve continued as we go through periods of working from home and in the office.

During these sessions, we practice meditation and breathing techniques – focusing on the breath is one of the most powerful ways to take a break from our busy lives, and it can dramatically reduce feelings of stress and frustration. ‘anxiety. Bringing people together to do these kinds of exercises can help your team bond and feel more comfortable. Strong camaraderie within your team is important because it makes them feel less alone.

Invest in an employee assistance program

It’s important to foster an open environment where your employees feel comfortable confiding in you if they have mental health issues. But investing in an employee assistance program will also give them access to expert advice, support services and guidance. Having access to professional advice is important at a time when NHS mental health services are stretched and waiting lists are long.

KURA has partnered with Pam Assist, which offers a wide range of wellness and mental health support to our employees. Our employees can talk to mental health professionals confidentially, giving them the confidence to communicate openly and honestly with a qualified expert. In addition to helplines, our employees have access to cognitive behavioral therapy (CBT) and eye movement reprocessing and desensitization therapy (EMDR) for a range of mental health issues without having to wait for a recommendation from their GP or doctor.

Give your employees flexibility

Talking to customers on the phone all day, especially on serious matters, can be mentally and emotionally draining. Allowing your advisors to switch between your different customer service channels can help them relax and recalibrate.

Talk to your advisors about how best to implement this. You may find that an even split, with phone calls in the morning and live chat in the afternoon, is most appropriate, or you may allow your employees to work for shorter periods via email. or chat throughout the day to give them a break from exhaustion. consecutive phone calls.

Learn more about Kura’s workplace wellness initiatives Click here

Kura is the largest independent contractor in the UK specializing in providing bespoke customer support solutions to businesses across a variety of sectors including insurance, finance, telecoms, retail, charities , utilities and the public sector. Kura makes an unparalleled investment in its people, and its committed and passionate team is what sets its offering apart. Inisoft is Kura’s in-house contact center software, which was developed in partnership with Kura employees, making it easier for customer support teams to operate so that Kura employees can focus solely on the customer at the moment. other end of the line.

Kura has offices in Glasgow, Liverpool, Sunderland, Forres and Durban in South Africa, and has a host of clients in 16 countries, including Canada, the UK, Continental Europe and the United States of America. .

For more information about Kura, visit their Website