Customer service representatives are important because they represent your company. They have to stay professional at all times, regardless of the situation.
Especially if a customer raises their voice or takes their frustration out on them. Since agents have to answer a high volume of calls, it can make the help desk department a very stressful work environment. One way you can help agents combat stress is to upgrade your customer support software. The tool can help agents serve customers at a faster pace and be more efficient in the process.
However, there are still many reasons why an agent could experience stress at work. Inefficient systems, lack of resources, and other barriers can also cause issues. Curious to know why you should be concerned? If customer service agents and other employees experience stress, it can have negative repercussions on other parts of your business. For example, employees with stress are more prone to call out sick or quit. This means you will have to spend more money to recruit, hire, and train their replacements. Stressed employees are also less likely to do their best work. It only takes one person to create a stressful environment that has an adverse effect on the rest of the staff. A stressed customer service agent may also put a damper on your customer’s experience. That is why it is so important that you manage the stress levels within your company. So what can a business owner or manager do to mitigate stress? Here are five tips you can try that will help you identify and reduce the amount of stress at work.
Step #1: First, Acknowledge That Stress Exists in Your Company
We get it. Many business owners want to believe their company is a great place to work so they may not recognize how stressful it is. You must acknowledge that stress exists in your company first before you can make any changes. Ask yourself, what is the general atmosphere at your company? Do the employees interact with each other? Is there one person who is always angry or negative? Is it a very competitive or hostile environment with little social interaction? After you have examined your company’s culture and social dynamics it is time to analyze some important metrics. Does your company have a high employee turnover or absenteeism? If so, your employees may be less productive or not want to be in the office due to high-stress levels.
Step #2: Survey Your Employees
After you have identified that stress may be present in your company, it is time to look beyond the symptoms for what may be causing it. One way to monitor stress is to give frequent surveys to your employees. Does the survey reveal that employees are enjoying their work? Or do they report feeling overwhelmed and unappreciated? Make sure to ask them to share what issues may be causing them more stress. For the most honest results, it is best to allow workers to submit their survey anonymously.
Step #3: Look for Indicators of Stress at Work
Some employees may suffer from stress but refuse to talk about it. This is when it is important as a business owner or manager to look for indicators of stress. Increased absenteeism, mood swings, and excessive complaining are some examples. One way to make your customer service agents and other employees stress-free is to be proactive. Place pamphlets with information about stress around the office or have the human resources department send helpful resources periodically to employees that will equip them to deal with stress when they are ready.
Step #4: Conduct Exit Interviews With Old Employees For Honest Answers. Act on the Results.
Exit interviews don’t have to be painful! They are a gold mine of information! A disgruntled employee can give useful feedback that can help improve your organization. Ask them to share more about why they decided to leave. You can also include some questions in the exit interview about stress and what may have triggered it. Regardless of who conducts the exit interview, they should share the information with other decision makers in the company. If you learn any useful information that can improve your company or its stress levels, act on it. The sooner you take action the sooner you can get the business back on track.
Step #5: Be Careful, Don’t Make Assumptions About Your Employees
Don’t make assumptions about your employees. If you suspect that someone is stressed, talk to them first. It is important to realize that people handle stressful situations in different ways. Some like to process everything when they are alone while others need to talk to someone and get another perspective. That is why you should talk to them to gain a better understanding of their situation and what you can do to help.
Step #6: Encourage Employee Bonding by Throwing Parties and Other Activities
Lastly, one of the best ways to beat stress is to have fun! Are there a lot of dog owners at your company? Allow employees to bring their dogs to work for a day. You can also organize parties and different sports activities to encourage employee bonding.
Overall, there are many benefits to acknowledging stress in your work environment. When you help employees manage their stress, it is a clear sign that your company cares about their well-being. This will encourage workers to be more productive and have a positive attitude when they are at work.
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