Keeping Stress Away in a Call Center Job

A position in a call center is a fast paced, non-stop job where the next customer is only a button away. It is a job where you have to be "on" for each customer and while there is the buffer of a phone connection versus face-to-face encounters, the pressure can be overwhelming. Calls wait for no one, and simple relaxation techniques that other office jobs enjoy may not be apropos for a call center representative. So how do you remain relaxed and keep the blood pressure down when you have at most 3 minutes between calls? Try these steps!

Breathe. Seriously. It seems like common sense, but don't forget to keep your breathing even and slow. This will help you focus and keep your system calm and in check. A call center can be a loud place, and without white noise it can be deafening. Breathe slowly and deliberately and concentrate on what your customer is saying. You can also decrease your average handle times by not having to clarify and repeat questions.

Toys. Sure, there are stress balls. But what about rubix cubes, Legos, puzzles and more? Keep your hands busy while on your call and feel some of the stress ease out of your system. And get creative. I have seen those stress balls decorated with push pins and marker. Legos have turned into planters and rubix cubes have been solved, mixed up and resolved.

Take your breaks. When calls are coming in one after the other and there doesn't seem to be a moment to step away from your desk, remember that you need to take your breaks. You are entitled to the time off and you need to take that break for your own health and sanity. It may be hard to leave with calls coming and you may feel that you are letting your coworkers take the brunt of the volumes, but if you burn yourself out you won't be any good to anyone. Take a moment to refresh, get a snack or a drink and just to be removed from the chaos.

Use your after call work. If you are allowed a few minutes after your call to record your notes, take the time. Even two or three minutes in between calls can help create a break and steer you away from the constant influx. Stay within the parameters and goals your center has, but take advantage of the mini breaks.

Don't take it personally. Remember that the customers aren't yelling at you and aren't angry with you when they get frustrated. Understand you may be taking the brunt of their frustration but just resolve their issues and when you complete the call, let it go. If you carry the toxic tones with you, your stress will escalate. Let it go, take that breath, and move on.

Call center work can be stressful and frustrating. But the fast pace can also be exhilarating and fun. Do what you can to reduce the stress and you'll find your days at work begin to fly by.