How can customer service reps be better supported?
Only 47.6% of customer service representatives (CSRs) in the retail sector do not agree that their employers take their mental health seriously.
This is according to a new survey from Digital Genius among 517 CSRs in the United States, Canada, and the United Kingdom.
According to the report, 26.7% disagreed that their employer takes their mental health state seriously, while 25.7% neither agreed nor disagreed with the sentiment.
By company size, CSRs from organisations with over 500 employees are more likely to disagree with the sentiment that their employer takes care of their mental health.
"As company size grows, customers are twice as likely to disagree with the statement, suggesting that companies find it more challenging to provide an environment where agents feel supported," the report read.
Source: Digital Genius' "How can I help you today? – The mental health of customer service agents"
Requested support
The findings come as 46% of CSRs said their employer does not provide initiatives or resources to reduce their stress levels or improve their mental health.
Some of the initiatives employers offer include providing mental health apps (16%), increased breaks (11%), bonuses (9%), among others.
But what kind of support do employees really want? According to the report, employees want "listening, awareness, and acknowledgement" the most (23%).
Their other requests are also cash-neutral in nature, the report said. They include:
- More breaks (11%)
- Offering "more support" (11%)
- Dedicated days for mental health or recovery (11%)
- Reduced workload (9%)
- Speaking to someone (8%)
- Increased pay or benefits (6%)
- More holiday (5%)