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Tuesday, September 7, 2010

Dealing with Call Center Stress

Author: Ling Tong

Everyday call center workers have to deal with angry and upset customers and this often causes them a great deal of stress. It cannot be easy having to try to talk to someone who is yelling at you and who doesn seem to understand what you are trying to tell them. If it wasn for the fact that they would probably lose their job the call center work would probably hang up on the customer. But there are ways that people can deal with call center stress and angry customers.

The first thing you need to think about is how the customer is feeling. You are the first person that an angry customer talks to when calling in to deal with a problem or a concern. You are the first person that they are confronting and until they have had time to express their concerns they are going be angry. It is important that you stay calm and that you try to understand their point of view and try to see where the person is coming from. Just remember that they are not angry at you personally and try not to take it that way.

You need to remember that in the call center business that the customer is always right. You need to use your great inter-personal skills and deal with the customer as patiently and as calmly as you can. Your goal is to ensure that your customer is one hundred percent satisfied.

There are times when the customer can make you angry and you might want to argue back but it is very important that you do not argue back. Remember that two wrongs don make a right and just because the customer is arguing and getting mad it does not give the right to argue back. When dealing with an angry customer you need to try to calm the irate customer as best you can. Be patient and understand that once the customer has had a chance to tell their side of the story they may calm down.

The most important thing is to remember that you when you leave work you need to leave everything that happened that day behind you at the office. Do not take anything that was said to you over the phone home with you. Go home and relax and take care of yourself. It is important to de-stress from time to time. Even if you are working long days you need to take a break from the telephone from time to time and take a walk or grab a cup of coffee. This will allow you to remove yourself from your work for just a little bit. If you are sitting at your desk all day dealing with customers you are going to get stressed for sure.

Put yourself in the customer shoes while they are on the phone. Think about how you would feel if you were experiencing the same problem as the customer. Would you be upset and what would you expect from the call center agent. This is sure to help keep the situation as less stressful as possible.

For more information on dealing with call center stress,how to start a call center at home and other topics related to call center consultants visit


  1. Call center agents experience more stress than average working people first, because they are working on a graveyard shift then second, because there are always angry customers calling them. For me, I salute all the call center agents for a job well done that even though it stresses them a lot to entertain those kind of callers, they still give their 100% effort just to meet the demands of their customers.

  2. unfortunately we have to watch our talk time so we do not have time to deal with frustrated clients! they do not listen! and we are not allowed to hang up they sretch the call and we get in trouble for trying to help, and then we get in trouble for the talk time because we did not take control off the call! all because we try to help the client so basically you can never do your job properly! the company is never happy!!! and we feel like we're going to dye from a heart attack!!!!!!!