Whether someone’s just handed in their notice, call volumes are high, or technical issues are wreaking havoc, factors beyond your control can result in an instant drop in morale, and everywhere you look, glum faces are staring back at you.
So, how do you hit the reset button and get the mood back on track?
Here are some ideas to try – both on and off the phones:
On the Phones…
Here are tips on what to do when you desperately need to turn the mood around, but high call volumes are making it near-impossible to take anyone off the phones:
1. Jump on the Phones to Help Tackle the Situation Together
Sometimes the best thing you can do as a manager is to jump on the phones and tackle the situation together.
“On a particularly challenging day, I’ve found the best way to improve the mood is to wipe all meetings from my diary, put a headset on, and take calls alongside my team.
It’s a clear and visible way to not just say “I’m here to help” but to SHOW you’re there for your team, working beside them and reassuring them that you can all get through this together.” – Alex McConville, Contact Centre Consultant and author of ‘Diary of a Call Centre Manager’
2. Pass Round a Bit of Mindfulness Colouring
Why not encourage agents to do some mindfulness colouring?
Not only will it help as a short-term stress-busting exercise, but the resulting pictures can be displayed on the wall to help brighten up the office.
Just as we saw on our site visit to WeAnswer’s Contact Centre.
3. Don’t Underestimate the Power of Pizza, Donuts, or Sweets
We all know that pizza, donuts, and sweets shouldn’t be relied upon week in, week out to mask underlying cultural issues, but when you’re in need of a quick-win mood booster…
It’s definitely one to pull out of the hat!
The surprise factor combined with the sugar fix can help lift everyone’s spirits and start moving the general mood in the right direction.
4. Make a Round of Teas (or Even Put a Manager on “Tea” Duty)
A cup of tea can also work wonders, so rather than waiting for your team to cycle through their scheduled breaks, fast-track this mood booster by making a round of brews so everyone gets a pick-me up-at the same time.
You could even take a leaf out of Nev’s book (remember Tea Lady Hayley from BBC’s The Call Centre?) and put a manager on “tea” duty with a trolley!
On a cold day, you could mix this up to organize a hot chocolate run – complete with whippy cream and marshmallows – or hand out ice lollies on a particularly hot day – just as we saw at the BT contact centre site in Accrington, UK.
5. Start a Quick Game of “Guess the Celebrity Baby”
Kick-starting a quick game for agents to take part in between calls can also be a positive distraction and lighten the mood – without being too disruptive.
For example, a quick quiz or guess the celebrity baby competition.
It doesn’t take much time or effort from managers either.
If you are looking for ideas on games you could play, read our article: Top 20 Motivational Games for the Contact Centre
Off the Phones…
Here are some additional ideas to try if and when there’s opportunity to take agents off the phones too:
6. Shut the Phone Lines for a Full Team Reset
Even if it feels counter-intuitive in the moment, shutting the phones lines down in the midst of a call- volume crisis can be the reset your team needs to turn their day around.
“We have been courageous in the past to actually shut the phone lines to have a quick reset and heart to heart.
We have seen it can go a long way in building greater trust, understanding and appreciation with the team in circumstances like this, which can then help everyone acknowledge how they’re feeling but also move forward too.” – Paul Cuglietta, Head of Contact, Claims & Operations at Simplyhealth
7. Try Hosting an Impromptu “Tiny Desk Concert”
Why not try a Tiny Desk Concert? This can be a fun, collaborative, and trust-building way boost everyone’s mood with a quick stint in the breakout room – all through the magic of music.
“This fresh take on fun is all about connection. Anyone who feels ready to share their talent – whether it’s singing, playing an instrument, or even a spoken word piece – can take the stage and perform for the team.
No pressure, just good vibes and support from colleagues who appreciate the courage and creativity on display.
But this isn’t just about the music – it’s about celebrating each other. Encouraging someone who stepped up, giving a round of applause for a surprise talent, or just soaking in the feel-good energy that only live music can bring. After all, music is the great equalizer, a universal.” – Linsey Dempsey, Founder of EllaVoice
8. Get Your Team Out of the Office for Some Fresh Air and Change of Scenery
A change of scenery can make the world of difference, so why not get your team out of the office for a team huddle with a difference.
Depending on what’s nearby, you could wander around a historical site or local gallery, or even take your team across to the nearby park.
If options and time are limited, even a walking meeting around the building perimeter can help – just anything that gets them away from the pressure of the contact centre floor.
For more ideas on how to mix things up, read our article: 10 Inspiring Spots to Host Your Next Team Meeting.
9. Set Aside Some Time to Listen to Your Agents (Empathy and Compassion Can Go a Long Way!)
When the mood is low, make time for quick 1:1s to listen to any concerns and help get your agents back on track.
“I think showing empathy, compassion and understanding in these scenarios is the number one thing when everyone is up against it.
If you communicate with openness and integrity, then typically staff feel listened to and valued (even if they are feeling under pressure and a bit down). This can go a long way to helping people reset emotionally.” – Paul Cuglietta
10. Address the Situation Quickly and Honestly
And finally, don’t give bad feelings a chance to fester…
Whatever has happened – from an unexpected price increase to a wave of redundancies – just try to address it as openly as you can, as quickly as possible.
“As a leader, you really have to address the situation as openly you can. A quick team huddle to say, “Hey guys, you will have noticed this has happened…” and then sharing as much information as you can to explain the why and reassure them about what is or isn’t happening next can really help stem any panic and give people a chance to regroup and face the rest of the day more positively.” – Alex McConville.
What Have You Tried to Turn the Mood Around in Your Contact Centre?
Join our LinkedIn community group and share your thoughts.
For more articles on supporting your team and making the workplace more enjoyable, read these articles next:
- 3 Proven Ways to Cheer Up Your Team
- How to Keep Morale Up in a Short-Staffed Contact Centre
- Employee Engagement Activities for Your Contact Centre
Author: Megan Jones
Reviewed by: Jo Robinson
Published On: 2nd Jul 2025
Read more about - Call Centre Management, Alex McConville, Employee Engagement, Fun, Leadership, Linsey Dempsey, Morale, Team Management, Top Story, Well Being
