Mind Over Metrics: The Crucial Link Between Psychological Wellness and Frontline Performance

Discover how TaskUs prioritizes psychological wellness to boost performance, satisfaction, and retention. Frontline employees thrive with dedicated wellness support.

Published on September 29, 2023
Last Updated on September 29, 2023

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.

Learn more about Wellness + Resiliency with Us


Dimitra Eleftheria Strongylou
Behavioral Scientist, Wellness + Resiliency Division of Research
Dr. Dimitra Strongylou is a behavioral scientist within the TaskUs Wellness + Resiliency Division of Research with a research and academic background. As a behavioral scientist, Dr. Strongylou conducts rigorous research broadly falling under the fields of UX research on wellness tooling development, wellness assessment, and evaluation of wellness interventions in relation to key KPIs. Before arriving at TaskUs, she studied a BSc in psychology at the Aristotle University of Thessaloniki and then moved to the UK, where she lived, studied, and worked for 10 years. She completed an MSc in health psychology at the University of Bath and then continued her postgraduate studies with a PhD at the Glasgow Caledonian University. Her research work has focused on mental health, emotional intelligence, and the development of behavior change interventions.