Creating thriving contact centres

23 August 2020

SuperFriend’s Wellbeing on Call pilot program found that there are many simple and effective ways to improve the mental health and wellbeing of contact centre workers.  

Wellbeing on Call is an innovative, co-designed collaboration between SuperFriend and five contact centres from the superannuation and insurance industryfunded through WorkSafe’s WorkWell Mental Health Improvement FundIt was designed to promote mental health and wellbeing in Victorian contact centres, with aims of improving mental health, job satisfaction and engagement, ultimately helping each organisation’s capacity to thrive. 

SuperFriend CEO Margo Lydon said the program 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 complex technical components of their job. This can create pressures and stress if staff are not well supported.” 

Not only that, contact centre workers also face a range of unique challenges, such as repetitive work demands and intensive performance monitoring – which can place them at higher risk of poor mental wellbeing, compared with workers in other industries,” she said. 

To help address these challenges, Wellbeing on Call used a holistic, system-wide approach with interventions developed by and for contact centre Team Members, Team Leaders, and HR-based staff. Using a mix of facilitated mental health and wellbeing workshops, coaching calls, networking sessions and webinarssome of the program’s positive outcomes included: 

  • Increased ability to recognise and respond to mental distress 
  • Positive wellbeing outcomes across each of SuperFriend’s Indicators of a Thriving Workplace domains – leadership, connectedness, policy, capability and culture 
  • Reduced absenteeism, and increased likelihood to stay in role 
  • Increased self-care activities, and 
  • Reduced stigma about mental health, and increased confidence to discuss it. 

The program appeared to achieve its overarching aim: to support contact centre staff and workplaces to thrive. For information about how the program was measured and its impact, visit the Wellbeing on Call website and read the full report.

Resources for contact centre mental health 

SuperFriend has collated many of the program’s resources on the Wellbeing on Call websitewith the support of WorkSafe’s WorkWell Mental Health Improvement Fund. 

Resources include videos on co-design, leadership, job design, psychological capital and strengths-based coaching; fact sheetsand guides to help teams identify strengths and manage performance.  

Want to know more? 

To learn more about the Program and its participants, or for support to build the mental health of your contact centre, check out the website or contact us on 03 9615 8600.