Mentally Healthy Workplaces for Call Centres

Manager in Call Centre

Supporting your business to provide a mentally healthy workplace

“It is critical for Call Centre Managers to have the skills and correct processes in place to manage mental wellbeing, both in themselves and in others that they are responsible for. This is particularly true in environments where staff are routinely dealing with confronting situations and confronting people.”

Prosell is offering a Call Centre Mental Health Training Program and post training support that will equip Call Centre Managers to support, improve and sustain Mental Health in the Workplace, which allows individuals, teams and organisations to flourish.


Why Do We Need Mentally Healthy Workplaces?

  • Workplace claims for mental injury in Australia average $24,500 compared to $9000 for all other claims
  • The average time off for a mental injury is 15.3 weeks compared to 5.5 weeks for all other claims
  • The total cost to the Australian economy of mental ill-health is $12.8 billion each year
  • Only 20% of employers offer mental health awareness initiatives and training, however 88% of employees want more dialogue around mental health

(The Mentally Healthy Work Place Alliance Report PwC 2014)

Happy Call Centre Staff

The benefits are strong:

  • If employers can deliver mentally healthy workplaces they could realistically see workforce participation rates improve by 30%
  • Companies that improve their workplaces & invest time, resources and money into their employee's mental wellness are likely to expect a return of $2.30 for every one dollar invested (PwC, 2014)
  • Committed employees are 87% less likely to resign (statistics courtesy of Allianz’s Awareness into Action Report, Jan 2019)
  • Employees who feel they are cared for are engaged employees, with measurable differences in performance and customer retention (See Prosell White Paper – Employee Engagement and Improved Performance)
4 Happy Call Centre Staff
Happy Call Centre Staff
4 Happy Call Centre Staff

Learn More About Mentally Healthy Workplaces

What Is A Mentally Healthy Workplace?

Call Centre Manager

Call Centre Managers – Create and Sustain a Mentally Healthy Workplace

This two-day training program will achieve the following outcomes for Call Centre Managers and Supervisors:

  • Understand the regulatory environment and its impact on call centre practices
  • How to evaluate your workplace and set objectives for improvement
  • Understand leadership styles and levels of team emotional maturity
  • How to create a culture where mental health issues can be discussed openly
  • Be able to introduce the concept of ‘mental health champions’
  • Identifying skill gaps that improve the relationship between skills, stress, and anxiety
  • How to help others deal better with confronting situations and people
  • How to create a safe place for Non-Prejudicial conversations and set and evaluate ‘best practice’ in my Call Centre
  • How to identify if a mental health problem exists and referring to the appropriate professionals
  • Effectively implement risk mitigation strategies
  • Be able to implement self-regulation disciplines for management and staff
  • Develop a workplace implementation plan
  • Set up a peer and 'professional' support network
  • Understand the principles for the team and individual employee engagement
Call Centre Manager
Call Centre Manager
Call Centre Manager

Prosell has worked with Call centres around the world for over 35 years, helping them deal with awkward people, confronting situations and the management of staff in these environments

Ian Lumsden Prosell Sales Training

The Facilitator - Ian Lumsden

Ian has been a coach and mentor in the corporate world over 40 years, and in that time has gained a clear understanding of the barriers to engaging with team members and management regarding mental health issues and interventions in the workplace.

Ian’s expertise built on his background in Psychology is in interactive training that allows individuals to develop their own style and skills within a framework of best practice health and wellbeing standards.

Ian has worked with Prosell for 16 years and has been at the forefront of the company’s research into leadership methodology, measurement of leadership effectiveness in customer service, customer experience, and sales teams.

Ian currently consults to the likes of Vero Insurance; Australian Unity, Swann Insurance, QBE, Remedy Healthcare, Travelex, Investep Financial Services, Trustwave; Konica Minolta; Tyro Payments; Seiko; Trading Post; Dell Computers and News Limited to name a few.

References available on request.

This program has been developed with Julie Gillespie, in line with first aid principles and is part of a comprehensive set of resources to manage Mental Well Being in any workplace.

Take the first step in creating a mentally healthy workplace by contacting our team

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Prosell provides training and coaching for call centre, customer service and sales management teams in retail and corporate sales across Australia - Sydney, Melbourne, Brisbane, New Zealand & Asia Pacific.

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119 Willoughby Rd Crows Nest
Sydney NSW 2065 Australia

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