Stress has always been expected in call center environments, and management generally looks for someone capable of handling stress and strain well when going through the hiring process for agents. However, because of changing business times, customers are expecting faster and better service, leading call center managers to expect the same, while still maintaining the expectations for cross- and up selling.
In the wake of such a fast paced, high pressure environment, many call center agents are beginning to experience something known as burnout, which can range from a lack of motivation, to stress related illnesses, to high turnover rates within the call center. However, with virtual call center solutions, there are features that can be utilized to help reduce agent burnout, and remove a lot of the stress that agents are under.
Automated Call Distribution (ACD) can be a huge asset to a call center where agents are stressed out. ACD allows calls to be routed based on certain criteria, and can help lighten loads for those agents who are overwhelmed, and increase call volumes for those who are prepared to take on more customers. If a call center manager notices that one agent is showing signs of stress or fatigue, the calls can be reduced until the agent has caught up with his work.
Interactive Voice Response (IVR) can also help relieve stress within the workplace. IVR enables calls to be answered by the right person the first time. It can also be set up to ask the customer questions while they are on hold, reducing the amount of time agents have to spend doing the same. By providing the agent information before they even answer the phone, agents can quickly pull up records and understand what to expect within the call.
In many studies, it’s been shown that remote workers experience less stress than those who commute to work. Agents who work from home don’t have to deal with the time it takes to travel to and from work, and are able to have more flexible hours. Virtual call center solutions provide the mobility necessary for remote workers.
By utilizing virtual call center solutions, call center managers will notice much happier employees, and a lower turnover rate.