Lifeline support to upskill call centre staff

In increasingly uncertain times, it’s more important than ever for businesses and community groups to look after employee mental health and wellbeing – that’s the message from Lifeline Connect Training, which is seeing more pressure on call centres throughout the country.

Lifeline Connect Training (LCT) provides specialist mental health and wellbeing training to organisations whose staff often have to deal with stressful situations or with stressed clients.

Lifeline Connect Training manager Stephen Bell says there’s increased stress throughout workplaces due to high cost of living pressures, a slow economy and concerns over job security.

“Companies with call centres are telling us they are managing increasing numbers of distressed, angry and aggressive callers. This takes a big toll on their staff.

“They want staff to have the resources and skills to support callers safely and skilfully while looking after their own mental health and wellbeing. By upskilling and supporting your staff, you support staff retention by mitigating on-the-job burnout and compassion fatigue,” says Bell.

“This year’s Mental Health Awareness Week theme is community, and one of the communities many of us have is our work community. It is a great time to look at how we actively support each other to stay well in our work community and see if we can do better.”

Lifeline Connect Training provides New Zealand-wide face-to-face training for corporate clients, such as Air New Zealand and Mercury NZ.

Its award-nominated specialised training helps people look after themselves. Participants develop skills to safely recognise, rate and respond to stress, distress and risk in others. It also enables them to support their colleagues after difficult calls.

There is additional specific call centre training to help call centres manage challenging and complex calls.

“Our training helps to build empowered, connected and resilient teams. It also promotes a positive team culture increasing the likelihood of retaining staff,” says Bell.

Find out more about Lifeline Connect Training here or call 0508 266 328.