I remember a time when our call volumes spiked unexpectedly for weeks. Agents were feeling the pressure, and burnout was creeping in fast. We decided to split shifts differently, rotating high-pressure tasks like back-to-back calls with lower-stress activities like email support or internal projects. It gave them mental breaks without sacrificing productivity. We also made sure to celebrate small wins and emphasize the importance of breaks. It wasn’t easy, but it worked.

Managing workload: Implementing strategies like optimizing call routing, scheduling breaks, or hiring more staff. Providing support: Offering emotional and mental health resources, and creating a supportive work environment. Training and tools: Equipping agents with proper tools, training, and resources to handle calls efficiently, reducing their frustration. Recognition and rewards: Recognizing hard work and giving agents incentives to stay motivated.