Facing irate customer’s everyday are the common scenarios encounter by any customer service representatives agents working as front liner or as part of the technical staffs.
cing irate customer’s everyday are the common scenarios encounter by any call center customer service representatives agents working as front liner or as part of the technical staffs. Because of the pressure of the work many health hazards beset customer’s service representatives. Among the top illnesses on the list are high blood pressure, respiratory problems, ear infection, voice problems, anemia, and carpal’s tunnels syndrome.
1. High blood pressure/ Hypertension
Many customer services representatives as young as 20-26 years old old and above already have this kind of diseases after subduing themselves in heated verbal conversation with erring customers. Most have a blood pressures of 160/120, 190/100 and other alarming Bps. Contributing factors are the lifestyles of most call center agents where trace from the stress brought by work, smoking, unhealthy habits and lack of exercises.
2. Respiratory problems
Most respiratory problems encounter by call center agents are due to bronchitis, pneumonia, Asthma and allergic reactions. It may be due partly with the environment of the call center itself being subdued for longer working hours in centralized air conditioned, carpeted floors, and proximity of each agent’s to each others are the breeding grounds for any communicable diseases.
Studies show that bone marrow produces more blood at night and working during graveyard shift in a call center resulting in anemic body. Thus, many call center agent are more prone to iron deficiency anemia. Many women also collapse or faint due to deprivation of oxygen in the body.
4. Ear Infection/ Acoustic Shock
According to the Call Centre Management Association (CCMA) the basic cause of acoustic shock is a sudden, unexpected noise, often delivered at a very intense frequency. Call center operators subject to this noise from a variety of sources. Telephone equipment used in call centers produces electrical feedback, latent sonic energy spikes, together with faulty telephone lines, non compliant switchboards, turrets, and headsets. Obvious causes are the caller’s abuses such as screaming, shouting, blowing, whistles, background interferences at the caller location, or ambient noise in the operator’s location