Mental health has a significant impact on overall agent performance in contact centers. Several studies have highlighted the relationship between psychological well-being and job performance (Wright & Cropanzano, 2000). Factors such as depression, loss of self-esteem, hypertension, alcoholism, and drug consumption have been shown to be related to work-related dysfunctional psychological well-being, which in turn leads to declines in work outcomes (Wright & Cropanzano, 2000). This suggests that maintaining good mental health is crucial for optimal performance in contact centers.
Emotional intelligence is another important factor that affects agent performance in contact centers. A study conducted in call centers in Africa found that call center agents' emotional intelligence and their sense of meaningfulness significantly moderated exhaustion and professional efficacy (Harry, 2021). This highlights the importance of considering emotional intelligence and the perception of meaningfulness as resources for supporting agent well-being and performance. By fostering emotional intelligence and creating a sense of meaningfulness in the workplace, contact centers can help mitigate exhaustion and enhance professional efficacy.
Burnout is a common issue in contact centers, and it has a detrimental effect on agent performance. A literature review on burnout in contact centers found that mindfulness and emotional intelligence play significant roles in moderating burnout rates (Fulaedzah, 2022). Mindfulness and emotional intelligence training programs can help contact center agents develop coping mechanisms and enhance their well-being, ultimately improving their performance. Implementing such training programs can be an effective strategy for addressing the negative impact of burnout on agent performance.
In conclusion, mental health has a profound impact on overall agent performance in contact centers. Factors such as psychological well-being, emotional intelligence, and burnout significantly influence agent performance. Maintaining good mental health, fostering emotional intelligence, and implementing mindfulness training programs can help improve agent well-being and enhance their performance in contact centers. By prioritizing mental health and providing support for agents, contact centers can create a positive work environment that promotes optimal performance.
Fulaedzah, I. (2022). Burnout on contact center: a literature review. Interdisciplinary Social Studies, 1(4), 383-402. Link
Harry, N. (2021). Call centre agents’ emotional intelligence as predicators of their exhaustion and professional efficacy: the moderating effect of meaningfulness. SA Journal of Industrial Psychology, 47. Link
Wright, T. and Cropanzano, R. (2000). Psychological well-being and job satisfaction as predictors of job performance. Journal of Occupational Health Psychology, 5(1), 84-94. Link