By Dr. Phoebe Asquith (pictured), Senior Business Consultant at Sabio Group
This 'silent epidemic' of poor mental health among agents threatens to outlast the impact of COVID, yet it remains largely unaddressed.
Remote working, increased customer expectations, and rapid technological changes have all contributed to a perfect storm of mental health challenges for agents in recent years.
At Sabio Group, we’ve been vocal on how important it is that organisations place the wellbeing of their agents at the forefront of the contact centre agenda. Indeed, our recently published e-book re-enforces this message, backed up by a modern study commissioned by the Communications Workers of America (CWA) that said 87% of agents had reported high or very high stress levels at their contact centres.
For us, it's now no longer enough or acceptable to treat mental health and wellbeing as a morale issue that can be solved through sporadic upbeat campaigns and messages aimed at making everybody happier. Research carried out at the University of Oxford’s Wellbeing Research Center – entitled ‘Employee well-being outcomes from individual-level mental health interventions: Cross-sectional evidence from the United Kingdom’ - backs-up our assertion that interventions must incorporate organisational-level change to make an impact on employees.
Therefore, it’s time to unpack the root causes of stress, fatigue and burnout that are typically caused by systemic working practices, habits and attitudes.
By collecting the right data from employees to understand their working environment and experiences, we are able to create a clear picture of the areas that need attention.
Startling Insights
Some recently published findings published by Forth With Life as part of its Mental Health Statistics UK 2024 report has revealed some startling insights.
Although UK-focused, from our research, these findings align with broader European trends. More than one in seven UK adults report their mental health as either bad or the worst it's ever been. Young people aged 16-24 - who often make up a significant portion of the contact centre workforce - are particularly affected, with nearly a quarter describing their mental health as poor or at its worst.
These statistics are not just numbers; they represent real people struggling in silence every day.
The impact of poor mental health in contact centres goes beyond individual suffering. It affects productivity, customer satisfaction, and ultimately, the bottom line. High turnover rates, increased absenteeism, and decreased performance are just some of the consequences businesses face when agent wellbeing is neglected.
Taking Action to Address Poor Wellbeing
At Sabio, we recognised the need for a comprehensive approach to agent wellbeing. This led to the development of our Wellbeing Companion solution and wider Wellbeing Programme, which includes psychology-based discovery, consultancy services and ongoing strategic success management. Through this process, we've learned several key lessons that organisations – and specifically Managed Service Providers (MSP) for this article - should consider.
Firstly, data-driven insights are crucial. By collecting and analysing data – such as stress levels to job satisfaction – it allows for targeted interventions and proactive support. As well as this, a holistic approach is necessary, as wellbeing isn't just about mental health - it encompasses physical, emotional, and social factors.
Accessibility is key and contact centre agents need to be able to access support easily and discreetly. By integrating a wellbeing solution seamlessly into existing workflows, organisations can make it simple for agents to seek help when needed.
Managers play a crucial role in promoting wellbeing in any organisation, and so management participation is essential to the success of any programme. However, they need the tools and training to help identify, prevent and address issues within their teams.
Finally, continuous improvement is vital. The landscape of mental health is constantly evolving and so you need a programme that is designed to adapt and improve based on ongoing feedback, new research and ongoing success management.
For MSPs, integrating wellbeing solutions into your service offerings isn't just an ethical imperative - it's a business opportunity. As businesses increasingly recognise the importance of wellbeing, those MSPs who can provide effective solutions will have a significant competitive advantage.
Substantial ROI
Reduced turnover, decreased absenteeism, and improved performance are some of the benefits associated with a wellbeing programme, leading to improved customer satisfaction. A study by Deloitte entitled ‘Mental health and employers: the case for investment’ found that for every £1 spent on mental health interventions, there was an average return of nearly £5 in in increased productivity. In the contact centre, this return is even greater.
However, addressing this silent epidemic requires more than just implementing a solution - it requires a real shift in organisational culture.
We need to create environments where mental health is discussed as openly and regularly as physical health or operational metrics. Just as we had daily check-ins about COVID-19 during the height of the pandemic, we should normalise regular conversations about wellbeing in the workplace.
As we move forward, the contact centre industry has an opportunity to lead the way in prioritising employee wellbeing. By addressing this silent epidemic head-on, we can create healthier, more productive workplaces that benefit agents, businesses, and customers alike.
The challenge is clear, and the tools are available.
