Offshore Call Center Agent Stress Rising

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. Agents especially are the front line staff that must deal on daily basis with irate customers who just usually pick up the phone to vent to someone who has to listen.

A recent article published by Multichannel Merchant, examines the higher stress levels in an offshore center. India in particular is experiencing a rise in health related issues for people employed in call centers. The article states, "The 1.6 million people who work in India's thriving call-center industry, mostly in their 20s, have reported health woes such as heart attacks, ulcers, and insomnia, according to research. These afflictions stem from the stress of dealing with irate customers."

Every North American consumer knows when they are reaching an offshore agent, despite efforts to accent neutralize and adopt cultural assimilation techniques. They are already upset about something before they call, then feel even worse when they know they are talking to someone thousands of miles away. It's no wonder these agents face the brunt of many angry calls. Yet, India is recognizing this and is acting. The article states that "the situation is serious enough that India’s Health Minister plans to introduce a policy specifically for the call center industry."

Any comments on what your call center is doing to reduce stress levels of your agents?

- MK

Comments

[Scott]

I am contacting you through this contact form as there was no email address available. We would be interested in purchasing advertising on your blog http://www.thecontactcenterblog.com/. Please get back to me using the email address I have entered if you would be interested in discussing this further.

[madhu]

Working in a call center is stressful. 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..

Don’t get into any argument: sometimes it feels good to win, sometimes it feels good to let the other person know they’re wrong. Many times the customer is not right, however, if you try to tell the customer that they’re wrong, they probably will get offended or even abuse you. If you must tell the customer they’re on wrong way or did a mistake then try to use words like, “I understand why you think that but…” or “Many people feel the same way, unfortunately…” This will help them feel like you’re not attacking and arguing with them. They’ll feel better about the situation and treat you with more respect.