Am I stressed or is everyone around me that stressed? I’m not exactly sure but it’s happening and I’m part of it. Everyone is completely overloaded these days so that means customers are more demanding and reps are less tolerant. Sounds like a dysfunctional marriage, doesn’t it? So the concept of rebounding from stressful events, calls, or problems is very interesting. That’s a survival skill we must learn in order to avoid getting totally burned out.
A recent call center survey found the following causes of telestress:
47% from irate customers
15% from interruptions
7% from uninformed customers
••6% from personal situations
14% from other various responses
Let’s talk about rebounding from bad calls. For example, when you start your day with your first call being a difficult one where the customer is rude, sarcastic, annoyed and basically decides to dump on you, how does that affect the rest of your day? For many reps, their productivity takes a serious hit and this can negatively influence the rest of the day.
The choices on the best way to rebound can also perpetuate the problem. If you are the type of rep that needs to talk about your bad calls, drag others into your processing efforts and continue to complain about it, you may not be rebounding as well as you could be. Instead, you want to spend as little time as possible rehashing the event and rechannel your adrenaline to make new calls and create a positive outcome.
What are you doing after a bad call? Let us know.
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[...] 10. Telestressed? [...]