Contact centre workers' mental health on call for improvements

04 September 2018

Contact centre workers are often perceived as vulnerable and at risk of poor mental health due to the front-line nature of their jobs. How they engage and work with customers not only impacts the customer experience, but also their own mental health, safety and wellbeing.

To combat this, SuperFriend has been awarded WorkWell funding from WorkSafe to work with Victorian-based insurance and superannuation contact centres to pilot an innovative co-designed project from now until early 2020. The project will co-design and evaluate a toolbox of mental health programs and resources for contact centre staff working in insurance and superannuation.

SuperFriend CEO Margo Lydon said the work was particularly important to SuperFriend’s superannuation and insurance partners whose contact centre employees are regularly faced with customers who may be experiencing the worst day of their life.

“Employees across the industry are often engaging with members and customers during some really tough moments in their lives, such as redundancy, illness, death or major life changes like retirement. All of these moments require staff to be empathetic, supportive as well as know the technical components of their job. This can create pressures and stress if staff are not well supported.

“It is vital that more attention is paid to increase the job satisfaction and job engagement of contact centre workers so their potential and wellbeing is maximised, and customer experience and other productivity metrics are achieved.

SuperFriend is one of five organisations awarded funding through the WorkSafe WorkWell Mental Health Improvement Fund. The Fund is focussed on promoting mental health and wellbeing and preventing mental illness and injury in vulnerable groups of workers.