How to Reduce Your Stress as a Contact Center Agent

Efficient contact center services hold the success of a business corporation on a delicate balance and behind the success brought by contact center service providers to businesses, contact center agents, the front-liners, receive every kind of reaction (good and bad) from a wide range of customers. They are the ones who answer every complaint and act as the “first-aid” of bigger customer-related conflicts.

But what do night-shifts and long working hours bring to these contact center agents? Well, aside from the good salary and benefits contact center agents get from their jobs, there is also the physical and emotional stress that follows. These are what turn an otherwise normal transaction into a verbal meltdown.

Since stress can be anywhere, what can a contact center agent do to manage stress and ultimately provide the best service?



Manage Physical Stress

Poor health condition limits any individual to do the best he can. Maintaining proper health, however, takes several steps. It starts with taking some time to relax and renew strength after long hours of work.

Start off by getting enough sleep. If you are having a hard time sleeping, you can actually do several things to help improve your sleeping habit. For instance, though you are used to drinking coffee in the afternoon, if you want to get enough sleep, refrain from the morning routine even if you’re on a night shift. The body has its own (circadian) clock which enables us to get up in the morning and wind down at night. Our body also releases cortisol hormone during specific times—the reason why there are times when we feel most awake throughout the day. Caffeine found in coffee, moreover, interferes in and modifies the production of hormones. Since you need to keep awake and active during work and get a good sleep after to renew your strength, plan when you’ll drink your coffee.

Next thing is to be fit. Since a contact center services job is sedentary, it is good if you stay physically fit. Being physically fit concerns several things and you can actually begin fitness by eating healthy food. Be reminded that the food you eat is central to your health and there are several benefits or diseases brought by what you eat. Also, as you are supposed to speak a lot over the phone, you might get your larynx and throat irritated. To avoid possible problems and irritations with it, drink a lot of water. However, pick a glass of water with room temperature and avoid icy cold refreshments, these could tighten your vocal chords and make them chafe on each other more.

Managing Emotional Stress

Have a good time management. Having a job that provides your needs is good but beyond its busy-ness waits life. One of the reasons why a contact center service agent does not become productive and end up stressed, all the same, is because he gives all his time to work. There must be time for everything: free yourself even for a couple of minutes from day-to-day work stress & spend time out of the office to do other things. Be it for your friends, family or for yourself, set a specific time when you can be carefree from work and be with people you like to hang out with. If you want real productivity, you need to enjoy what you do.

Another thing is to assess your skills as a contact center service agent. Find the rooms for improvement and do something about them one thing at a time. Do not hurry things. If you aren’t able to be the top contact center agent for the current month, there is always another one. Do not entertain negative feelings.