Survey shows Australian call centre stress levels soaring

Telephone calls offering a 30-minute insurance survey or a time-share holiday around dinner time rank high on most households’ unwanted list.

But the people on the other end of the line don’t find the experience too pleasurable either, a new survey indicates.

Thousands of Australian call centre workers are more stressed than ever before, according to the national survey commissioned by the Australian Services Union (ASU) of 1,549 staff.

It compared the figures with an earlier benchmark study of the industry in 2000.

The call centre industry – which includes workers who make and take calls – has unique types of stress, unlike other office jobs, the ASU says.

Job insecurity, constant monitoring by unsupportive management and few opportunities for rest breaks were among the biggest complaints of call centre workers identified in the results.

It also found more than one-third of those surveyed reported being always or often stressed and disliked targets and “key performance indicators”.

One worker, who wanted to be known only as Enza, has worked in the call centre industry for nine years and says stress levels have soared in recent times.

She says company policies can often change.

“So you think you have a certain parameter that you can work within,” she told reporters on Thursday.

“And then when they feel that these averages are being met then they can change again so then there’s another load put on you of having to then meet brand new targets.”

The $15 billion call centre industry is one of the fastest-growing in Australia, employing more than 250,000 people.

ASU assistant national secretary Linda White said the union would use the research to work with call centre management to reduce health risks.

The ASU has launched an online “stress-o-meter” to assess call centre workers’ stress levels and provide resources to improve workplace health.

article from: http://news.theage.com.au/breaking-news-national/call-centre-stress-levels-soar-survey-20091119-inth.html

BE Intent

Australian call centre report shows stress levels off the dial!

The Australian Services Union (ASU) is today launching a national research report into Australian call centres. The research, which reports on the often unseen world of the call centre worker, reveals a fast growing industry which now employs nearly one in forty working Australians.

ASU Assistant National Secretary, Linda White today said the Union was concerned at the results of a national survey of 1,549 call centre workers (download report below). The workers indicated a range of issues, but disturbingly a significant increase in stress levels from a benchmark study of the industry in 2000.

“The report paints a picture of the people on the other end of the line. Workers dealing with an abusive caller, being over monitored, under trained, in an understaffed workplace answering the 16 million calls made to Australian call centres every day,” Linda White said.

“Over 250,000 employees work in over 3,800 call centres Australia wide. The sector is one of the fastest growing areas of work and we need to ensure that it is a safe and prosperous sector of the economy,” Linda White said.

The survey, conducted by Dr Ruth Barton of RMIT, reveals a range of findings, including significant levels of work related stress. A range of work issues were identified by respondents including a lack of training and support, excessive monitoring, lack of breaks and opportunities to take leave, ergonomics and concerns their jobs would go overseas.

Concerned at the issue of stress in the sector, the Union is today launching a first for Australian workers, the Stress-o-meter. Developed as an engaging and interactive tool, it allows every call centre worker to visit a website, answer stress related questions, and have their stress levels evaluated. Individuals will receive a personal recording – but the industry will also be evaluated and bench-marked.

“The research has provided clear indication of the problems, and we will be working with call centre workers and management to reduce the health risks associated with excessive stress.

“The ASU is committed to reducing stress and improving working life. Understanding the sector, and tracking stress issues are critical to achieving those goals. The Stress-o-meter is a non-threatening way to focus attention on workplace health. The Union will also gain valuable statistics and information on stress, and stress related issues,” Linda White said.

article from: http://www.asu.asn.au/media/callcentre/20091119_survey.html

BE Intent

Do you know the mood of your organisation?

We offer comprehensive live reporting and collective results, so you can know the mood of your organisation without the need for expensive consultants.  You can measure results and create an effective strategy.

Our reporting helps you get an insight to how your team really are feeling, and thanks to our unique New Zealand made [ Choose My Day ] desktop application your team are able to work towards achieving their chosen state of mind by receiving hourly exercises and intents.

Through studying physiological and emotional connections to colour, language and shape, each intent is made to contribute to a certain state-of-being as well as to encourage a micro-pause.

Want to know how BE Intent can work for your organisation?  Contact us for a free presentation!

BE Intent

Great success with Contact Centre staff

It’s an environment where results are clearly impacted by staff mood/mind-set and attitude and we’ve had some great response to our programme.

Were working with a number of contact centres to help agents make the most of each call and their day, and we’ve developed a training/support function that helps reiterate and communicate key training themes in fun, bite sized pieces.

Personalised to each staff member, the program helps staff take control of their state of mind and each call. Exercises help inspire, motivate and enable staff to improve customer service and support.  Confidence boosters and stress management tools help uplift mood and energy and refocus staff when dealing with difficult customers.

Here is what some Contact Centre staff have to say:

“BE Intent is better than a cigarette break”

“Its absolutely great. Whenever I do an exercise I am physically active and energised, my day goes really well. It gives me great motivation.”

“The exercise did make me feel better & was also a good reminder to relax & have a break”

“My staff are choosing to do a 10 minute BE Calm meditation in their morning break, rather than eating an unhealthy morning tea – it’s a win, win.”

“Makes me focus on me for a change, and lets me take control of my work day, rather than it taking control of me”

“Finally something that’s here for me”

If your curious to implement Be Intent in your organization, your Contact Centre could be a great place to start. Check out the flyer here, and forward to your Contact Centre Manager.

BE Intent

Self-directed employee engagement versus leader driven

Engaged people do more with less.  During tough economic times, this is when you need staff to be their most productive, motivated and engaged.

Self directed employee tools create an environment where employees take personal responsibility, self-lead and develop self reliance.  This builds strengths from within, and affects all aspects of personal and professional life, including your employees commitment to their workplace.

This results in better attitudes, service, promotion of the organization; reduces risk, costs, and stress; retains employees, generates more productivity and revenue; and creates a place where people are looking for solutions.

BE Intent offers simple tools to help staff identify what motivates them personally, identify their areas that need strengthening and their own engagement process, at their own pace.

Breaking the employee and organisational needs into “bite sized chunks”  even the biggest elephant can be eaten. We help people reach their goals, both professional and personal through a system they embrace.

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