Mindfulness - How To Reduce Stress On Customer Service Staff

Customer service representatives have a tough job. Not only do they face challenging targets, but they also have to deal with difficult, angry and, sometimes, downright abusive customers.

According to figures from CareerExplorer, average job satisfaction among customer service representatives is just 2.3 out of 5 stars. With ratings like that, companies have a serious problem on their hands. What's more, it’s costing them dearly. The average call centre turnover rate is 26 percent per year, compared to just 15 percent for the UK as a whole.

Fortunately, technology provides a solution. Innovative new tools reduce the stress on customer service staff, helping them enjoy their jobs more, increasing mindfulness and reducing stress.

In this post, we take a look at some of the ways to reduce stress for call centre staff. Check them out below.

Implement Chat Solutions That Manage Abusive Customers

Companies are becoming increasingly aware of the importance of maintaining call centre staff’s wellbeing. Just expecting them to maintain a professional frame while customers shout abuse at them down the phone is unrealistic.

Eliminating phone-based abuse in real-time is challenging. However, text-based chat makes it easier. Click4Assistance’s Live Chat solution gives reps more control. If customers become abusive or angry, they can simply block them, preventing them from disturbing their peace. Furthermore, advanced tools mask expletives, preventing them from appearing in the chat window automatically.

There are other benefits, too. For example, an intelligent chat distribution system can forward specific queries to individual reps so that customers only speak to people from relevant departments. Customers also get frequent updates, telling them what position they are in the queue, again helping to reduce tension.

Handle Multiple Chats From A Single Dashboard

Managers can also reduce customer service rep stress by implementing solutions that enable advisors to handle multiple chats from a single dashboard. While multitasking in this way might sound stressful, it actually gives advisors more time to think. Text-based chats don’t require instant responses, as conventional phone calls do, taking the pressure off.

Moreover, with text-based platforms, reps don’t have to repeat the same information over and over. Rather, they can use clickable predefined replies.

Click4Assistance’s Live Chat solution is finding applications in multiple business settings to reduce agent stress. For example, agents can automatically navigate to open web pages on visitors’ browsers and see what they are seeing. They can also open “casting” boxes beside chat boxes to display payment portals, promotional material, and product details in the chat environment. Customers don’t need to flip between tabs or apps while talking to reps, speeding up call processing.

Ghost functionality is also helpful for managing multiple chats. Operators can see what users are typing into the chat box before they click send, letting them prepare responses in advance, giving them yet more time.

Encourage Customer Service Reps To See Customers’ Perspectives

Customer service reps understand products and services inside out. However, they sometimes forget that their customers don’t. As such, both advisors and clients can become frustrated during calls. Clients don’t understand what the rep is saying, and the rep can’t understand why concepts are so difficult for the customer to grasp.

Technology, though, may offer a solution. For example, many Click4Assistance clients use our Video Chat facility. This offers a host of advantages over conventional chat, including improving rapport with customers, building trust, and speeding up troubleshooting. When customers can see you, watch your body language, and hear your voice, it’s like having you there in the room. You can clearly explain what they need to do, making them feel more relaxed.

Train Reps Not To Take Customer Anger Personally

Lastly, some customer service agents have a habit of taking customer anger and abuse personally. They think that it has to do with their phone manner or lack of experience. However, that’s almost never true. Customers who feel frustrated simply lash out. Reps just happen to be in the way.

Tell your support agents to empathise with the customer so that they can understand where they are coming from. Once they do, they can extricate themselves from the situation emotionally.

The Bottom Line

Reducing stress among customer service reps is essential. Companies need to do it to improve engagement and retention. Fortunately, technological solutions are making the task easier. Click4Assistance’s software allows agents to block abuse, buy more time, and more clearly communicate with clients.