Gwenllian Williams offers up advice on recognising the symptoms, understanding the causes, and providing a solution to agent stress Call centres are known to be high-pressure environments and stress is a common problem. However, this doesn't mean you can turn a blind eye. Stress costs businesses millions every year. It has been identified as the most common cause of workplace absence and is therefore one of the biggest threats to productivity and profit. As a manager you need to be aware of stress from several perspectives. These include: 1. The common causes 2. The signs and symptoms to look out for 3. What to do if you suspect a team member is stressed 4. Solutions Causes of stress There are many causes of work-based stress. In call centres the most common cause is the fact that agents are generally working in react mode - reacting to customers, targets and deadlines. "People who are stressed at home are usually stressed at work as well."
How do I Handle Stress in my Team?

Typical stressors are:
- Pressure to meet targets on call pick-up and call times
- Dealing with difficult or angry customers
- Lack of time away from the phone
- Having to keep on top of administration
- Poor team work or lack of support from colleagues
- Feeling undervalued
- Set up a meeting with the person in a private room
- Avoid formality. Sit next to the person and ensure there's tea and coffee on tap
- Keep your body language open and relaxed. If the person senses tension in you, they'll get stressed themselves
- Get straight to the point - tell the person you have noticed changes in their behaviour, which is making you think they are feeling stressed. List the behaviours
- Tell the person that you're concerned about them and want to help
- Ask the person if they want to talk it through with you
- If they refuse - and this is rare - point out that their behaviour has changed and this is affecting others. Tell them that you're there to help and not to judge
- Use active listening - let the person talk and don't interrupt. Show you're listening. You'll be surprised how people will pour out their issues
- Use open questions - how, why, when, what - as this will enable you to probe into the issue
- If the stressed person blames others, make no comment about them. This will ensure you stay objective and fair
- Ask the person to suggest solutions before you give ideas. They're more likely to buy into their own ideas
- If the person says there is nothing they can do, challenge gently and then firmly
- If the stress is based outside the workplace, assure the person that the conversation is confidential
- If there are changes you can make to help the person then agree to these. However, don't agree to anything that will put more stress on the rest of the team
- Agree actions at the end of the meeting and set up a follow-up meeting. This will ensure the person understands that you're committed to helping them
- Make solutions pragmatic and lasting. Short-term solutions do not work
- Create solutions that give the person a sense of control
- Follow through and ensure the person lives the solution. The best way out of stress is action
- If the issue is affecting a team, go to management with a business project to address the issue
- Ensure that your solutions don't mean that you take on the stress
Gwenllian W

Author: Jonty Pearce
Published On: 16th Jan 2008 - Last modified: 18th Aug 2025
Read more about - Call Centre Management, Health Wellbeing and Stress, Management Strategies, Team Management
Amazingly Wonderful – I mean dont have better words to say how fantastic this approach is – we all do it soemwhat the sameway but this is hitting the nail on the head!!!!!
This article was so easy to read and has some great tips in here.