TL DR very stressed by targets at a call centre and struggling with MH. Any tips from others with targets?
I’m finding it hard to even pick up the phone in case a caller has a complex issue or struggles with MH (especially suicidal). We aren’t MH professionals but have to ask if a caller mentions.
A couple of targets fine - percentage of time available and quality. Number spoken to a day so hard each call can be very complex or very short or nit for our service. If we call a customer back it doesn’t count to target. But lots we need to managers and call a few days later. Lots of callers are vulnerable due to MH. I can be professional during but fall apart after
If someone is off sick everyone else have to manage to cover their target. So guilt about any illness.
These are national set targets. My managers are great, understanding and know the whole team is stressed but if we don’t meet the targets we lose the contract.