Insurance company implements proactive training for at risk call centre

Image: Nick Edlin

Image: Nick Edlin

CHALLENGE

  • Previous workplace wellness program focused on physical health and employee assistance program was reactive counselling

  • Desire for proactive and scalable mental health solution across the organisation

  • Prevention and early intervention for stress can improve the engagement and retention of employees

SOLUTION

  • Delivers small trial within the company call centre, an area more likely to be experiencing high distress

  • Offers resilience and self-management training into best-practice techniques for coping with workplace stressors

  • Provides a quarterly insight into average stress levels and the most common cause of workplace stress

Image: Siddhita Upare

Image: Siddhita Upare

RESULTS

  • Self-reported management of stressors with 21% improvement in subjective work performance and 2.3 productive days gained per week.

  • More timely support by reaching out to 1 in 4 employees experiencing severe distress, and reducing the number of employees at imminent risk for turnover by 12%.

  • Improved knowledge about job control as the most common stressor for their employees, gained by use of the Wellbeing Check tool.

  • 100% of users reported they would recommend Uprise to a friend


Severe stress is common and complicated to identify and manage.

Employees in a call centre are responsible for handling incoming and outgoing customer calls to manage customer complaints, account inquiries, or support issues. Their role in an organisation is to addresses the needs of the customers and their efforts ultimately lead to greater customer satisfaction. However, in doing so they are often exposed to uncontrollable stressors.

Stress and poor mental health in call centres affect job performance and productivity of the personnel, their engagement with work, daily functioning, and communication with co-workers. Mental health intervention and support in call centres can help improve almost every aspect of the employee. In fact, a well-established intervention can reduce depression symptoms among employees. It can help in reducing work-related stressors, address mental problems among the employees, and promote mental health by developing a positive workplace.

A new workplace priority for proactive management and resilience to severe stress is forming.

Uprise addresses call centre job stresses through early identification and offering digital training opportunities to managers in this department. The aim is to train, coach, and support managers on resilience and stress management. Uprise offers insights into key stressors, extends retention of trained employees, and improves employees’ subjective experiences to tress and productivity. Employees can also benefit from Uprise by getting support on dealing with work stress, and learn long-lasting techniques to deal with work stressors.

Uprise offers managers insights into key stressors, extends the retention of trained employees, and improves employees’ subjective experiences of stress and productivity.

Charlotte Owen