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Wellness for Call Center Agents

  • October 13, 2022

Working in call centers on phones all day can have a profound impact on employees' emotional wellness. The inevitable effects of chronic stress these employees face are sick days, burnout, and attrition.

After the 2020-21 COVID lockdowns, three million Americans permanently left the labor force. The number one reason is burnout from overwork.[1] Smart companies understand that labor shortages will not disappear so they must monitor and manage colleagues' emotional health. 

But how do you know if the workplace is creating dangerous levels of stress?

Employees might have access to meditation or relaxation techniques, but few use them.  The problem is that most companies survey employees quarterly or annual and just might include self-reported measures of emotional fitness. This is too little, and too late. 

Self-reporting does not work. Vulnerable populations - like those experiencing burnout, depression, anxiety, and related issues - are unable to accurately report how they feel and often lack the motivation to do so. 

 

In a recent study done by Dr. Paul J. Zak at Claremont Graduate University using wondr. - the platform powered by Immersion - predicted depressive symptoms in a vulnerable population two days before burnout with 98% accuracy. 

 

In this study, the data were collected continuously and passively for 10 hours a day. These high-resolution data create an opportunity to intervene before a crisis occurs. 

 

What does this mean for you?

To accurately measure employees and determine when interventions are needed, wondr. continuouslyEmployee Turns on wondr. App (2) monitors emotional fitness, passively and anonymously. 

With wondr., your employees show up to their shifts each day and simply push "Start" on their smartwatches or fitness sensors in the morning and our algorithms do the rest, with continuous output for you to monitor how your teams are performing. 

wondr. shows leaders their teams' how effectively people are working together in a high-stress work environment.

With that kind of data - you understand the baseline of your organization, when teams are thriving and when they need greater attention or intervention, such as extended days off to recover from tough incidents.

 

What does this mean for your team?

Another component of a high-functioning team is your employees' feeling of control over their emotional state at work. By opting into wondr. - employees are empowered to monitor their own emotional wellness by securely viewing their data. Day-to-day, they can monitor their own emotional health and understand their baseline psychological safety.

This powerful technology, provides your employees the tools they need to truly improve their own mental health. 

 

What does this mean for your organization?

wondr. connects users to wellness programs, both online and on-site, to build their emotional fitness. Now your leadership team can implement solutions at the correct time and understand their effectiveness and impact on your teams. 

 

It is essential keep productive employees physically and emotionally health. Or, they will go somewhere else, or perhaps drop out of the labor force altogether.

wondr. is the tech call centers need to ensure they have a satisfied workforce. If you are worried about the mental health and psychological safety of your workforce - stop guessing and start knowing. 

Drop in your info below to measure with wondr. and know for sure.

[1] https://www.forbes.com/sites/debgordon/2022/05/17/amid-healthcares-great-resignation-burned-out-workers-are-pursuing-flexibility-and-passion/?sh=1bd171127fda

 

 

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Check this out

How the science of wondr is proven to predict mood & energy levels two days in advance.

Imagine if you could know on Monday how your day is likely to go on Wednesday? That's what we were are able to do using Immersion.  Check out this peer-reviewed, published research on how we can predict mood & energy level for people.