It is a scientific fact that we all have things that will trigger stress hormones, but the real problem is that almost all of us are unconscious of what these triggers are and what “learnt” patterns we follow.
We are also very good at blaming the trigger, when in fact it’s our learnt behaviours or patterns which cause the production of dangerous stress hormones.
However, when your agents are well trained to notice how situations are making them feel (“awareness”) and understand that in almost every case they have been triggered unconsciously, they can begin to choose different behaviours which no longer produce stress hormones.
Sounds straightforward, right?
But it takes practice for agents to be more aware of what triggers them and how to move towards calm, as Stephen Pace, “The Contact Centre Motivator” and CEO at SJS Solutions, explains.
Explain to Your Team That It Really Is Their Choice About How They React
A good first step is to explain to your agents that for something outside them to change their internal chemistry, such as an angry customer, they choose to react or be triggered.
No one can hack their system and trigger the production of stress hormones, ONLY THEY CAN DO THOSE THINGS.
Explain to your agents that for something outside them to change their internal chemistry, such as an angry customer, they choose to react or be triggered.
So, the next time they feel insulted, stressed or overwhelmed, remind them that they did that, and that they can choose to feel that again next time it happens and reinforce their patterns.
Alternatively, they can take charge of their emotions and choose not to react in the same way next time – therefore breaking old patterns and creating new ones which are kind to them.
We can all control our emotions, our chemicals, our health and our happiness.
For example, in a scenario where a contact centre agent feels overwhelmed with calls, they could say to themself, “I will do my very best”, “the call volumes will drop later”, or “I’m going to focus on being efficient and help out as much as I can, but I’m not getting stressed because I make mistakes and it makes me feel bad.”
10 Ways to Help Your Agents Take Control of Their Stress Levels
Here are some best-practice ideas you can try to help your team take better control of their emotions for a more positive outlook, every day:
1. Encourage Them to Try Conscious Breathing or Breath Work
Breathe! I know, you are breathing, right, yes, but just like there’s a big difference between unconscious responses to stressors vs. conscious ones, conscious breathing or breath work is very different from what your body does automatically.
Taking deep, slow, deliberate breaths has been scientifically proven to reduce stress hormones, the fight-or-flight response, and lower blood pressure very quickly.
There are many techniques you can use, but the one that I think works best in the workplace is detailed below.
(Note, you can also use this at home, on the train, in traffic, etc.)
- Sit upright with a feeling of being pulled upwards by the crown of your head.
- Using your attention, let your shoulders drop, relax your face, your eyes, neck, jaw, back, abdomen, hips, legs and feet. Feel your body relaxing.
- Take a slow breath in through your nose and notice your body expanding, then relax and simply let the air exit your body. Breathe all the way out.
- Repeat this process for 5 breaths or if possible 5 minutes.
- Finally, place your attention in your heart and feel grateful for something in your life right now. Notice how your emotions and the chemicals in your body change.
2. Challenge Them to Change Their Perception
Everyone’s environment is constantly changing; some customers will be in a good state of mind and treat you well and others may have been triggered by their environment and be dealing with stress in their lives.
This is what makes being a contact centre agent so exciting, you get to interact with different people every day!
Try to keep your emotions still and steady like a lake on a calm day, and instead of perceiving your angry customers as your enemy, remember that the next call could be a wonderful, kind and rewarding experience. No one blames you personally for whatever has gone wrong.
3. Show Them How Moving Their Body Can Help Unblock Stress
Stress is sometimes described as energy that has nowhere to go.
When you get the chance, stand up, walk around, shake your body, stretch and express your energy in some way. This will help unblock the stress and let you move it out of your body.
When you get the chance, stand up, walk around, shake your body, stretch and express your energy in some way (shout, smile, laugh, sigh loudly, dance, sing). This will help unblock the stress and let you move it out of your body, keeping you young and ready for your next call.
For those of you who are fit and do exercise on a regular basis, doing some light exercise or stretching after sitting for a few hours will really help release any stress that is stuck in your body.
(Note, participating in social media will not have the same positive impact on your stress levels!)
4. See If Grounding Works for Them
What’s grounding? We are made up of 60% water, and our body is electrically charged, so when you stand barefoot on grass, or even concrete, your body can ground.
By doing this, you will allow any static build-up from using a PC or laptop to leave your body, and it will allow your stress and tension to drop down away from your head, thereby reducing headaches and stress.
Here’s a Qigong exercise they can try:
While standing barefoot outside, make a circular motion with straight arms, move your arms out and round your body.
When your hands are above your head, making sure your palms face each other, bend your elbows and imagine you are holding a ball.
Now slowly bring that ball down the front of your body and, as you do, imagine the energy from your head moving down to your throat, your chest, your stomach, and finally down to your feet.
Repeat 3 times, letting go of your stress, and breathing deeply through your nose.
5. Encourage Them to Talk to Someone Who Can Support Them
Talk! If the above actions have not helped and you are struggling to control your emotions, talk to someone who can support you – a colleague, supervisor, friend or partner.
Discussing how you feel with someone who cares for you is a great way to reduce stress. Remember, this is not an opportunity for self-indulgent moaning or blaming, this is a time to seek the help and energy of people you trust, and their energy should always be respected.
6. Try Using the SCARF Technique
No, not the warm thing you wear round your neck in the winter!
This neuroscientific principle has 5 elements which have been proven to trigger stress or the fight-or-flight response in all of us.
SCARF is an acronym for:
Status
Status can be very easily improved by making sure agents are constantly reminded of their importance as the link between your brand and your customers. This, along with a more empathetic and humble leadership style, will pay huge dividends and is likely to boost CX, and, paradoxically, improve KPI performance.
Certainty
The opposite of uncertainty which we all know creates a feeling of doubt and is guaranteed to result in the fight-or-flight response (stress).
This is again another opportunity to improve EX and CX by keeping agents up to date with anything that may affect them in the present or future. Examples of this would be any changes in their hours, pay, the company, rules, procedures, and so on.
Autonomy
Like Certainty, triggering Autonomy can be avoided by making sure your agents receive the support they need, and have access to the information and tools they need to do great work. Autonomy can also be triggered if agents feel stifled by rules.
Relatedness
Human beings have a basic need to feel accepted, part of a group, included. Treating people humanely, sharing news about new team members, birthdays, etc., and staying in regular contact is vital to reducing workplace stress.
Fairness
Any situation where we are being asked to achieve something that’s clearly impossible or where we have been reprimanded for something we feel we cannot control will instantly put people in that fight-or-flight state.
This could mean a stand-up row with a team member (fight) or that they take the next few days off sick or, even worse, leave (flight).
As leaders, we need to play the long game, trust in people’s ability to change and grow, and support them in this process. Do this and you will avoid triggering stress in you and your people.
If you’d like to find out more about SCARF, the key principles are explained in more detail in this video – and by knowing these you’ll stand a much better chance of not triggering unnecessary workplace stress in you or your team.
7. Always Practise Being Kind
Most contact centre induction programmes include a discussion about empathy and dealing with conflict, but when under pressure not all leaders practise what they preach.
Practise being kind even when you are under pressure.
8. Show That You Are Human Too!
Showing that you are human, that you too are struggling with a particular situation or that you need the help of others, pays off every time.
Vulnerability is such a great tool for gaining the support of your teams and for becoming a better leader.
Showing that you are human, that you too are struggling with a particular situation or that you need the help of others, pays off every time.
9. Set Realistic Targets
This is something I see being done badly on agent dashboards and wallboards, where red alerts are triggered when KPIs drop below very high standards, meaning the screens are negative almost all day.
The net result is more workplace stress, agents who ignore or try to avoid seeing the KPIs and an overall feeling of lack.
The alternative is to be more realistic and always reward even the smallest improvement!
10. Have Fun!
Last, but not least, trust people, play the long game, and make working in your contact centre more fun than your competition! This will help you find and keep talent, as well as keeping your agents’ stress levels under control.
For some top ways to make working in a contact centre fun, read our article: Ways to Make Working in a Contact Centre Fun
Written by: Stephen Pace, “The Contact Centre Motivator” and CEO at SJS Solutions
If you are looking for more advice on reducing and managing stress in your contact centre, read these articles next:
- 7 Techniques to Handle Stress in the Contact Centre
- The Latest Thinking on Organizational Design and Workplace Stress
- Employee Well-Being: How to Reduce Contact Centre Stress
Author: Stephen Pace
Reviewed by: Xander Freeman
Published On: 8th Oct 2024 - Last modified: 9th Oct 2024
Read more about - Call Centre Management, Agent Performance, Empowering Agents, Health, Stephen Pace, Stress, Top Story, Well Being
