How To Be a Great Call Center Representative

10Controlling Your Stress Level

Learning Objectives

By the end of this chapter, you should be able to

• Describe the impact of stress in a call center environment.

• Define two categories of stress.

• Identify the things that create call center stress.

• Recognize and avoid common negative stressors when dealing with customers.

• Create strategies for reducing or eliminating stressors in the workplace.

It is better to bend than, to break.

AesopGreek fabulist

THE IMPACT OF STRESS

Stress is America’s number one health problem, costing organizations an estimated $300 billion dollars annually in lost worker productivity, absenteeism, employee turnover, ...