How to manage call center anxiety?

This blog answers: How to manage call center anxiety? Is being a call center agent stressful? Can you experience call center anxiety? What is call center agent burnout? What are the signs and symptoms of anxiety caused by a call center ? What are some ways to manage anxiety caused by a call center? What are the therapy options for anxiety caused by a call center ?

How to manage call center anxiety? 

Some ways to manage call center anxiety are: 

Just relax

As individuals are going to be dealing with various kinds of people they must take deep breaths and relax as they do so. Talking to unknown people can be anxiety-provoking for any individual considering the nature of the job individuals must calm themselves down and remind themselves that this is their responsibility that they volunteered for.

Don’t be personal

People who take a job as a call center agent must be aware that not every individual who calls up for a service is in a good mood. There are possibilities that they encounter rude and insensitive individuals. In such cases, individuals must remind themselves that this is completely work-related and must not take it personally which causes them a sense of anxiousness or even guilt in extreme cases.

Set boundaries

Experiencing work-related stress is very natural in any field of career. In extreme cases, many individuals carry a heightened level of stress back home which affects their positive relationships. Strained relationships further cause anxiousness and worry among individuals.

In some situations, individuals must set boundaries between their work life and personal life such that they do not project their emotional work-related stress onto their family members. Initially, this might be difficult but if individuals are consciously able to talk themselves through it is achievable.

The same thing holds for the worries and concerns related to family matters. In some situations, a major event that’s taken place at home can disturb an individual and affect their productivity at work.

Individuals must remind themselves that work life and family life are two different domains and cannot be stopped for one another, carrying back home stress from work might affect an individual’s productivity and concentration with might be detrimental for their work life.

Take breaks

Everyone needs a break at some point in time while they’re working very hard. Call center agents can also consider taking planned leaves or spending time with their family and friends to clear their minds and take a break from that daily routine.

This helps to enhance mood and decrease the level of anxiousness that individuals experience due to various challenges and demands that they experience at work.

Stay hydrated

Many research indicates that hydration is a very important factor in an individual stress level and bodily functions. Lack of proper water intake can lead to decreased performance in the form of a dried throat or decreased energy.

Getaway for lunch

Usually, call center agents work for 9 to 12 hours at a stretch during the peak seasons in such instances they must take frequent breaks between their work hours where they can get away during their lunch break into the open which helps them to relax and get back to the zone.

Recognize your triggers

Another way to tackle anxiety as a call center agent is to reflect and acknowledge what is triggering their anxiety. Self-awareness is always a crucial element in becoming a better individual. It helps individuals to regulate their emotions and behaviors accordingly.

Live a healthy lifestyle

One’s lifestyle pattern can have a great impact on how an individual performs daily. Good sleep, a good diet, and a sufficient amount of exercise can contribute significantly to an individual’s productivity and decrease anxiety. Whereas on the contrary lack of sleep, improper diet, and lack of exercise can make an individual grumpy, sluggish and fatigued.

Reduce your caffeine intake

Though caffeine can act as an active booster and enhance mood excess amounts of caffeine in an individual body can lead to negative effects such as causing anxiousness. Individuals must take a guided amount of caffeine each day to avoid the adverse effects.

Is being a call center agent stressful? 

Being a call center agent can be very overwhelming and stressful. This is mainly due to high levels of expectations from the customers that they encounter and also the various company policies and procedures that they must keep in mind while interacting with the customers.

Many reports indicate that being a call center agent places them on a higher rank of performing the most stressful jobs in the world. This extreme stress and anxiety might lead to call center agent burnout.

What is call center agent burnout?

Call center agent burnout refers to the reaction individuals showed to extreme mental, emotional, interpersonal, and physical stresses within the call center. 

The call center burner holds 3 levels which are:

• Emotional exhaustion
• Depersonalization
• A decreased sense of personal accomplishment

 Can you experience call center anxiety?

 

People providing call center services or customer support services can be the most vulnerable to stress and anxiety.

Their likelihood of experiencing anxiety is the highest during a crisis or peak season. These high levels of anxiety routes from high expectations from the call center agents.

Despite the standard requirement of being patient, positive, and helpful towards the customers call center agents can experience high levels of stress and anxiety resulting in frustration towards the customers and poor job performance.

Caller center agents can also experience anxiety due to the demands of meeting average call time, call resolutions, and problem-solving abilities.

What are the signs and symptoms of anxiety caused by a call center ? 

Anxiety is characterized by a set of signs and symptoms such as:

 

• Sweating
• Difficulty in breathing
• Shortness of breath
• Sense of choking
• Complaints of chest pain
• Shaking or trembling
• Nausea or vomiting
• Dizziness or Lightheadedness
• Fear of losing control over oneself and their environment
• Fear of impending doom
• Hot or cold flashes
• Tingling or numbness
• Increased heart rate

These symptoms vary in severity from person to person. However, it is noted that many people experience anxiety attacks that are not significantly displayed.

What are some ways to manage anxiety caused by a call center?

Identify and acknowledge the triggers

The most significant strategy that can be used to control one’s anxiety is by identifying and acknowledging those triggers.

Being able to recognize what makes an individual anxious makes them better equipped to take action.

Relaxation techniques

 

Even though anxiety can be bought under an individual’s control it cannot be predicted. In such situations, it is necessary that an individual actively carries out relaxation techniques.

These might include meditation, yoga, and deep breathing which helps to reduce the intensity of anxiety within a short period.

Socialization

 

A key to reducing the frequency and intensity of anxiety attacks could be spending time with close family and friends.

The kind of emotional and practical support provided by these social and personal groups help the person feel connected and aid in distracting one’s mind from negative and recurring thoughts that lead to anxiety.

Apart from friends and families, individuals can also consider speaking to groups of people that are experiencing similar problems.

Set realistic goals

When an individual is feeling overwhelmed setting goals and targets keeping in mind priorities can help resolve overwhelming feelings of fear or panic.

Setting goals provides structure and routine to an individual’s life reducing space for uncertainty which can be a major trigger for anxiety in many cases.

Take up new challenges

Apart from doing activities that an individual is usually fond of and has expertise in, trying new and challenging activities that put an individual outside their comfort zone in a healthy manner may help reduce the stress and anger temporarily.

Signing up for new activities also provides a path to meeting people with similar stories and concerns.

Lifestyle changes

An individual’s lifestyle plays a major role in their experience of anxiety. An unhealthy and busy lifestyle usually leads to unhealthy eating, lack of exercise, lack of adequate sleep.

A combination of a well-set diet, exercise, and sleep can help to regulate an individual’s mood and equip them with a favorable coping mechanism.

these coping mechanisms in turn help to get control over once anxiety concerns in a more adaptable manner.

lack of proper diet, sleep, and exercise can make an individual sluggish, dependent, moody and vulnerable to anxiety attacks.

Making journal entries

Last but not least having a journal to write down how a person is feeling and thinking when they are anxious helps them to reflect upon their thoughts and feelings.

Putting down one’s thoughts and feelings onto a paper helps to provide a sense of temporary relief.

In the case of journal entry, a person does not even have to fear being judged by another person regarding their thoughts and feelings.

What are the therapy options for anxiety caused by a call center ?

Cognitive-behavioral therapy

Cognitive-behavioral therapy helps an individual to control their anxiety by using strategies like relaxation and breathing. It works on the principles of replacing negative thoughts with positive ones.

Exposure therapy

Exposure therapy is a kind of therapy in which an individual is exposed to a particular stimulus that they usually fear or are anxious about in a graded order.

As and when the individual gets comfortable with the situation or stimulus introduced or exposed to them with each session individuals get more comfortable with a real-life situation that might have otherwise been a source for triggering anxiety.

Group therapy

 

It is based on the principle that when an individual interacts with other people who are suffering from the same fears they might not feel left alone or isolated. Group therapy usually involves a group of individuals who are experiencing similar symptoms and problems.

Medication

Anxiety can also be treated with the help of medication prescribed by a health care professional.

Though medication alone cannot help in reducing persistent anxiety it can help in restoring a sense of control and bring temporary relief. 

Online therapy  

In cases where reaching out physically to a professional is impossible or discomforting an individual can opt to seek help through the online medium. 

In this, the therapy sessions are carried out one-to-one over a video or audio call. Some individuals also prefer interacting with the therapist through text as well due to various reasons. One of the most common is the fear of being judged by the therapist or some personal hesitation. 

Online therapy can help individuals to regulate some aspects of their anxiety that aids individuals in carrying out a stress-free life over time

Frequently asked questions: How to manage call center anxiety? 

Can a call center cause anxiety?

Some call center specialists go as distant to say that intemperate call observing, and strict control measures are sincerely requesting and harsh.

Moreover, research demonstrates that there is a positive relationship between high levels of observing and sadness, uneasiness, turnover rates, and diminished work fulfillment.

What are the 3 most difficult things about working in a call center?

The most significant challenges at call centers can be:

• Reduced customer satisfaction rates
• Increased use of technology and tools
• Employee dissatisfaction

Why do call center agents quit?

Numerous times the reason a person leaves the center is essentially due to a destitute work fit. This sort of turnover can be diminished altogether by superior characterizing the work, extending the promoting handle to pull in a greater field of candidates, and working harder at the screening and enlisting for an appropriate fit.

Are call centers toxic?

Call centers become ‘toxic’ when the administration needs a legitimate vital vision and fall flat to recognize the add-on esteem of great client benefit

Citations

https://blog.scorebuddyqa.com/curbing-burnout-in-call-center-agents

https://www.healthline.com/health/anxiety/anxiety-triggers

https://pubmed.ncbi.nlm.nih.gov/10634350/

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https://www.talkdesk.com/blog/factors-associated-with-call-center-agent-burnout/#:~:text=Excessive%20call%20monitoring%20increases%20anxiety,by%20strict%20call%20monitoring%20practices.