Securing and enhancing psychological well-being within the workplace is vital for every successful business. According to research, poor psychological well-being in the workplace is strongly associated with poor job performance, lower job satisfaction, higher attrition, and increased absenteeism. Customer experience frontline workers encounter multiple daily stressors, such as fast-changing protocols and de-escalating tense interactions. Therefore, customer experience employees equally benefit from wellness support to maintain their well-being and further excel at work.
A recent survey conducted by the Wellness + Resiliency Division of Research with approximately 9,000 TaskUs customer experience employees found a strong correlation between employee wellness metrics and work metrics. On average, enhanced psychological wellness corresponded to up to 281% improvement in work metrics.
Advanced ability to cope with unwanted thoughts, emotions, and stressful situations was correlated with a 79% reduction in unplanned leave, while low burnout was correlated with a 281% reduction.
Low burnout was associated with 69% better job performance and 96% higher retention intention.
High compassion satisfaction, the pleasure derived from helping others, was correlated with a 117% increase in employee satisfaction, whereas low perceived stress was linked to a 30% increase.
These findings highlight the importance of providing psychological health and safety interventions for frontline customer experience agents. At an employee level, evidence-based wellness interventions can significantly contribute to safeguarding frontline employees’ well-being, including decreasing stress levels, securing work-life balance, and lowering burnout risk. At a business level, enhanced well-being outcomes can improve KPIs and lower attrition rates.
TaskUs prioritizes the well-being of our frontline content moderators and customer experience agents with the help of our dedicated Wellness + Resiliency department. Our team is committed to creating comprehensive global psychological health and safety programs that are based on evidence-based psychology and neuroscience. We have implemented several workplace wellness initiatives, including 24/7 psychological health services, on-demand digital courses on wellness, and meditation webinars, among others.