Personal Resilience for Contact Centres


Stress within the contact centre is not only widespread,but costly. Stress causes half of all absenteeism and 25% of all voluntary turnover within the industry . With an average staff turnover rate of anywhere between 20-40% and a cost of turnover at around £5,000-£10,000 per agent, contact centres that don’t  address workplace stress can be setting themselves up for a vicious cycle of failure.

If ever you have experienced working in a front line role you will know from experience how demanding it can be. At times, contact centre work can be like a box of chocolates, you never know what (or who!) you are going to get!

Course Content

In this session we explore that it’s ok to feel mad, bad or sad. We focus on practical strategies to enable delegates to know how to quickly recover and try again. The 7 Questions allowing you to “Shut Up and Move On”(S.U.M.O) are just one of the toolsets provided and explored to create a practical action plan to apply after the training.

What Real Result should I expect?

When teams of advisers go through this training together something special happens. The organisation adopts the SUMO lingo and the shift becomes culturally visible. Advisers start to help one another move out of hippo time. They stop ‘joining in’ with the ‘Martyr Syndrome’ and start to think about what they can control (i.e. themselves) rather than what they can’t. They also find the thinking and techniques helpful in all areas of life!

Who should attend?

This course is useful for front-line advisers that face challenging conversations, pressured environments and/or change. If dealing with negativity is part of your role then this course is for you. This course is part of our tailored contact centre skills series but this content is also adpated and provided in our Leadership series -see ‘Resilience & Tenancity Workshop‘, as the psychological techniques to use are the same (based in Cognitive Behavioural Therapy).


The course lasts 1 day


Each day runs from 9.30-4.30


Venue of your choice

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