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5 Ways to Improve Mental Health in Contact Centers: A Holistic Approach

I recently attended the Association of Government Contact Center Professionals Annual Conference on behalf of Vertical. One of the major takeaways for me was how much mental health was on the minds of the presenters and attendees. Contact center work is demanding – employees must maintain a high level of customer engagement while dealing with often very stressful situations. Agents often face both technological challenges as well as mental health pressures which are especially pronounced in a remote or hybrid work environment. However, balancing these demands is essential not just to productivity but to job satisfaction and personal wellbeing. From top to bottom, across the institution, mental health is a multi-dimensional issue that everyone needs to pay attention to.

There are five main areas to consider as you attend to the mental health needs of your contact center. Technology’s role in enabling improved mental health; encouraging breaks; cultivating connection; and prioritizing available resources.

1. Technology can help enable improved mental health

A reliable technological infrastructure is the backbone of a well-functioning call center, especially in our remote/hybrid world. This includes technology such as cloud-based communication platforms that enable seamless integration regardless of where you are, all the way down to the technology of an ergonomic chair and a comfortable headset.

Ensuring that call center agents have the right tools and equipment is fundamental to maintaining both efficiency and morale. Essential hardware includes ergonomic chairs and desks that support long hours at a computer, quality headsets that deliver clear audio, and a robust internet connection that minimizes disruptions during calls. These are not luxuries; they’re critical for agents who interact directly with customers all day. A comfortable, stable setup supports productivity and helps reduce the physical strain that agents often experience over prolonged shifts. Also, while you’re absolutely at a proper desk when working from the office; do you have adequate space and set up to properly work from home (WFH)?

The next level of concern is a solid internet connection; essential for call centers, especially as remote work and cloud-based systems become standard. High-speed, stable internet ensures clear calls, uninterrupted interactions, and high productivity. Connection issues disrupt service, frustrate customers, and slow down call handling, undermining efficiency. Reliable connectivity also enables agents to access real-time data and AI tools, crucial for delivering effective customer support. In short, dependable internet directly impacts the performance and customer satisfaction that drive a successful call center. To learn more about this topic, especially as you consider the WFH environment, check out Vertical’s How To Enable a Best-In-Class Remote or Mixed Venue Contact Center and our Telework Toolkit.

Once you’ve taken care to have a proper foundation, next is looking at the work itself. Tools like generative AI and self-service platforms are revolutionizing the call center industry by offloading repetitive or straightforward tasks. When simple queries can be addressed through AI-powered responses or customer self-service portals, agents can focus their energy on complex issues that require human empathy or advanced problem-solving skills. This not only optimizes operational efficiency but also gives agents the rewarding experience of handling calls that leverage their expertise, rather than feeling bogged down by routine questions.

A robust internal communication tool, like chat, is also key to ensuring agents can reach out to each other for support, call assistance, or venting. This instant access to teammates fosters a collaborative environment, helping agents feel connected and supported even when working remotely.

There are also tools to assist supervisors in looking out for the mental health of their agents. A key area is setting realistic and achievable KPIs, which play a significant role in managing expectations and agent well-being. When KPIs are set too high or are constantly ramped up each quarter without considering workload and capacity, agents may feel pressured, overwhelmed, and unable to perform their duties effectively. Over time, this can lead to burnout, disengagement, and high turnover rates – major contributors to workforce shrinkage. By establishing KPIs that challenge agents without pushing them to their limits, supervisors can create a balanced environment that promotes both productivity and mental well-being. Moreover, supervisors can use analytics tools to monitor KPIs and flag areas where agents may be struggling, allowing them to adjust expectations or provide additional support when needed. Thoughtful KPI management, coupled with supportive tools, helps maintain a motivated, resilient workforce.

Don’t forget to look for ways to utilize your system in unique ways – one story shared at the conference was about a supervisor who added “take a knee” to the disposition codes available to her agents. It was a way for supervisors to identify difficult calls so they could follow up with the agents and understand why a little more time was taken before the next call. I love this because it’s a simple way to build in empathy and support, giving agents a moment to regroup without pressure or the stigma that often comes along when discussing mental health. This allows supervisors to keep a pulse on the emotional demands agents face, helping them spot patterns in call types that may need additional resources or changes in training.

2. Encourage mental health breaks

Compassion fatigue, a form of emotional exhaustion from constantly caring for others, is a common challenge for call center agents who handle difficult or emotionally charged calls day after day. It should be standard practice to encourage staff to find moments when they can disconnect even briefly in order to ground and regroup.

One supervisor shared that she holds a 10 minute “Meditation Moment” call each week with her team. Every session they do a different activity but the goal is the same – to hold space for her team’s mental health. I applaud everyone making time for yourselves or your team to ensure you’re getting regular mental health breaks.

Another way to support agents’ mental health is by ensuring that they feel comfortable using their PTO without guilt. Taking vacation time is essential for recharging and resetting, and employees should be encouraged to fully disconnect when they’re off.

Short, regular breaks throughout the day are equally valuable. Encourage agents to step away for a few minutes, whether to get fresh air, stretch, or simply breathe deeply. Studies show that frequent, brief pauses improve focus, lower stress, and sustain energy levels.

Finally, if feasible, set aside a quiet space for agents to take a few moments to themselves during the day. Even in a virtual setting, having a designated calm corner at home can offer quick mental resets. And for an extra boost, NPR recently shared science-backed mood boosters to “almost instantly snap you out of a funk,” offering small ways to lift spirits during tough days.

(See also: ICMI’s list of ideas on how to manage mental and physical health in contact centers)

3. Cultivate connection and team cohesion

Creating a culture of connection is paramount for remote call center agents. Regular virtual meetings, team-building exercises, and an emphasis on collaboration can help reduce feelings of isolation. As this Mitel blog emphasizes, social interactions help employees stay connected to the company’s mission and values.

Jeremy Markey, a consultant with Vertical who spoke at this year’s AGCCP about Employee Engagement, has had success giving agents freedom to pick break times and off days using Workforce Management tools. Being able to set boundaries and then letting people choose their own times gives them agency and helps them take breaks when they’re most needed. In his most recent Vertical webinar (https://info.vertical.com/agccp-trashcans) he spoke of a former team-member-turned-subordinate who had been berated by her previous leadership for not meeting her adherence goals. By working with her and establishing better boundaries through which she could work, her adherence goals were met, and she was still able to take the breaks she needed.

Open channels for feedback are another critical component. Agents should feel comfortable voicing concerns about workload, job demands, or technical issues. Acknowledging these challenges openly can lead to productive changes that enhance both technology and mental health support. Managers should strive to make feedback sessions constructive, emphasizing solutions and improvements over criticism.

Markey advises:

• Give timely and specific feedback that is focused on behaviors of the employees, not their personal traits.
• When giving feedback, be clear, concise, and tie feedback to known outcomes.
• Have feedback sessions at a regular cadence so they don’t feel punitive or potentially scary.
• Ensure understanding, while being respectful and constructive to support employee success.

4. Prioritize accessible mental health resources

To combat the high levels of stress that call center agents face, organizations should prioritize structured well-being programs that include regular mental health check-ins, accessible counseling services, and wellness initiatives. These resources foster a supportive culture where mental health is openly valued, helping reduce stigma and encouraging agents to seek help as needed. Several folks at the conference noted how their supervisors actively encouraged them to take advantage of their Employee Assistance Program (EAP). Others lamented that the importance of their EAP wasn’t stressed at work or even that they didn’t have one. There is, of course, a cost to offering employee programs but when they’re integrated and encouraged, you get the most bang for your buck and your employees get the resources they need to thrive.

Additional strategies like encouraging mental health days, offering stress management resources, and promoting self-care routines are key to creating a healthy work environment. Regular check-ins and access to professional counseling reinforce that support is available and that well-being is as important as performance.

Flexibility also plays a significant role in maintaining mental wellness. Resources like Vertical’s Telework Toolkit highlight how remote and hybrid work options can reduce commute times and support a better work-life balance. Flexibility should empower agents rather than hinder productivity, and when agents have autonomy to adjust their schedules within reason, they’re likely to feel more engaged and experience less burnout.

Additional things to consider include:

• Training for Managers on Mental Health Awareness: Managers who are equipped to handle sensitive mental health conversations can provide meaningful support and encourage a more compassionate workplace culture.
• Anonymous Feedback Channels: Providing anonymous feedback channels for agents to express concerns related to mental health or work-life balance can promote an organization’s commitment to a safe and judgment-free environment. This could include a virtual suggestion box or anonymous surveys focused on employee well-being. The key here though is follow through; don’t ask for feedback or suggestions if you’re not going to act on them.
• Incentives for Participating in Wellness Programs: To drive engagement, organizations can offer small incentives or rewards for agents who participate in wellness programs. Acknowledging wellness achievements, such as completing a stress management course or consistently attending check-ins, helps reinforce that well-being is valued.

5. Hydrate, hydrate, hydrate

None of the above matters if you aren’t on top of your basic needs which I consider to be water, food, sleep, and laughter. As someone who’s prioritized getting a task done over stopping to eat (especially if I happen to hit flow state), this one has always been a struggle for me. However, if the human body isn’t happy, nothing else I do will matter because I’m not functioning anywhere near peak capacity. (There’s a reason airlines have you put your oxygen mask on before helping others with theirs.)

Here are some guidelines for hydration, sustenance, and sleep should you need them:

• How much water do you need?
• Tips for Healthy Eating
• Better Sleep to Maintain Mental Health
• Healing Benefits of Laughter

To end this section, I want to leave you with this quote from the American Psychological Associations’ list of misused terms:

“I think ‘self-care’ has been taken over by capitalism and is fed to us as a laundry list of to-dos. There’s exercise and nutrition and sleep and boundaries and bubble baths. While it’s beneficial to include those things in daily life, self-care shouldn’t be used as a proxy for self-compassion. There’s a being versus doing distinction—you can go through the motions of self-care without having any self-compassion.”
—Thekla Brumder Ross, PsyD

Conclusion

In sum, addressing both the technical and emotional needs of call center agents creates a balanced, sustainable work environment where employees feel valued and appreciated. By thoughtfully implementing the strategies discussed, organizations can create (or shore up) a solid foundation for a healthy, engaged and effective team. creates a dual support system that empowers agents to manage their daily demands with resilience, while also fostering personal and professional growth. This comprehensive approach not only improves job satisfaction and retention but also contributes to a more compassionate and high-performing workplace.