The mental health of employees, especially those in contact centres, is increasingly important following pandemic-related disruptions.
- Contact centres present unique stressors, necessitating proactive mental health strategies to mitigate work-related anxiety and depression.
- Regular check-ins and well-being sessions can significantly boost employee morale and mental health.
- Employee assistance programs provide crucial support, offering access to mental health professionals and services.
- Flexibility in work roles can help alleviate the mental strain of dealing with demanding customer interactions.
The mental health of employees, particularly in contact centres, has come into sharper focus following the disruptions caused by COVID-19. With research indicating that 44% of work-related health issues stem from stress, depression, and anxiety, it is clear that these environments require enhanced support strategies. Contact centres, with their intense and emotionally demanding atmosphere, are especially challenging, as employees frequently interact with customers facing distressing circumstances.
Julie McIntosh, Chief Culture Officer at Kura, underscores the necessity of regular check-ins with employees. This approach is vital in building an understanding of employee well-being, particularly within remote or hybrid work models, where struggles may not be immediately visible. Weekly catch-ups can provide a platform for employees to discuss their mental health without the pressure of initiating these conversations themselves. These sessions can take various forms, from video calls to in-person meetings at neutral venues, but must always align with the comfort of the participants while adhering to health guidelines.
Hosting well-being sessions is another strategy advocated by Kura. Initiated during the pandemic, weekly meditation and breathing exercises are conducted via Zoom, fostering a supportive community among employees. Such activities not only reduce stress but also enhance team morale by creating a sense of camaraderie and reducing feelings of isolation. Collective participation in stress-relieving exercises can create a strong support network within the team.
Investing in an employee assistance programme (EAP) is recommended to provide professionals’ support to those in need. KURA’s partnership with Pam Assist exemplifies this, offering employees access to comprehensive mental health support services, including confidential counselling and therapy options. The EAP ensures that employees have timely access to necessary mental health resources without navigating long waits within public health services. Such initiatives foster an environment where employees feel secure in seeking help.
Providing flexibility in work roles is essential to prevent burnout in contact centre employees. Given the emotionally taxing nature of continuous phone interactions, allowing employees to alternate between various communication channels can offer much-needed mental relief. Engaging in dialogues with employees helps identify the most effective work patterns, which might include alternating between call handling and other customer service channels like emails or live chats during the workday.
The adoption of comprehensive mental health support strategies is essential in fostering a robust and supportive work environment in contact centres.
