The Hidden Mental Health Crisis in the UK’s Contact Centre Industry
Feb 15, 2025
It’s a familiar scene in many UK towns: a bustling contact centre, glowing screens, and rows of employees with headsets, handling calls that never seem to end. The contact centre industry has become a crucial cog in the global economy—in the UK alone, it employs nearly 800,000 people, providing essential customer support for a host of industries.
Born out of a need for cost-effective customer service in the late 20th century, the BPO industry quickly scaled, introducing an era of 24/7 operations to meet global demands. The aftermath of the industry’s technological transformation meant workers were expected to handle unrelenting shifts, absorb verbal abuse, and meet unrealistic performance targets.
Yet, this often overlooked industry is facing some of the most alarming mental health statistics, according to recent research. In this blog, we’ll dive into the unique challenges faced by BPO workers, and the actionable steps contact centres can take to drive change.
The Real Cost of Poor Mental Health Practices
The relentless pressure has led to terms like “Call Rage” (aggression from customers) and “Call Centre Stress Syndrome” (chronic stress from the repetitive and emotionally draining nature of the job) becoming alarmingly familiar in the industry. Workers spend 8+ hours on calls with over 100 interactions daily, increasing their risk for developing hypertension by 25%.
At TWSI, we’ve researched multiple high-risk industries but none are quite like the BPO sector. The numbers paint a grim picture:
- 83% of UK call centre workers report that their high-pressure work environment negatively affects their mental health.
- 62% experience high stress, while 48% face anxiety, and 46% feel overwhelmed regularly.
- Poor mental health leads to an average of nine working days lost annually per employee, costing the sector nearly £990 million annually in productivity losses.
- 31% of retail contact centre staff missed work in 2023-2024 due to mental health issues, with younger workers (Gen Z) being the most affected.
- Nearly 46% of contact centre employees report feeling lonely at work, exacerbating feelings of isolation and burnout.
Despite these alarming trends, most solutions offered to contact centre workers are generic and fail to address the industry’s specific challenges. This is where TWSI comes in, providing evidence-based mental health resources designed specifically for the BPO sector. But we’ll get to that in just a second.
First, let’s take a quick look at the potential roadmap for improved mental health in contact centres.
Industry-Specific Problems Need Industry-Specific Solutions
Problem 1: Inadequate or Rushed Training
BPO employees often don’t receive sufficient or comprehensive training, leading to burnout, confusion, and frustration on the job.
Solution: Implement structured, ongoing training programs with regular check-ins. Focus on both technical skills and mental health training, covering stress management and resilience-building techniques specific to the BPO environment.
Problem 2: Isolation of Remote Workers
With an increasing number of BPO employees working remotely, they often face a sense of isolation and lack proper support from managers and colleagues.
Solution: Build virtual support systems such as weekly team check-ins, online peer groups, and access to mental health resources. Create a culture of open communication where workers feel comfortable sharing challenges and seeking support.
Problem 3: Dealing with 'Call Rage': BPO workers frequently experience aggression from customers (call rage), which can negatively impact their mental health and performance.
Solution: Provide specialized training on de-escalation techniques and emotional regulation, helping employees manage difficult interactions. Managers should also be proactive in offering emotional support after challenging calls.
Problem 4: High Risk of Hypertension Due to Long Call Hours
BPO employees spend long hours on calls, increasing their risk of hypertension and related health issues.
Solution: Encourage ergonomic adjustments at workstations and offer short, guided mindfulness sessions. Rather than just suggesting “take a walk,” promote structured, evidence-based interventions.
Problem 5: Maintaining Work-Life Balance with Odd Shifts
Many BPO workers face irregular shifts, which disrupt their work-life balance and can lead to sleep deprivation, stress, and burnout.
Solution: Offer flexible shift scheduling where possible, allowing workers to swap shifts or select preferred hours. Also, provide resources for managing sleep hygiene, even for employees working night shifts, to help them rest properly.
How TWSI Is Rewriting The Script For Mental Health In Contact Centres:
- An 8-Part Video Series: Engaging, bite-sized modules developed by certified psychotherapists that cover key mental health topics, from managing stress to coping with anxiety, tailored to the unique pressures of BPO work.
- Cognitive Behavioral Therapy (CBT): Self-guided resources to help employees identify unhelpful thought patterns, ask for help when needed, and discreetly manage their mental health.
- Tailored To Contact Centres: A robust gamut of checklists, journals, and other helpful exercises that emphasize the role of physical health, better sleep, diet, and micro-movements during shifts to combat sedentary routines.
Our approach is an attempt to transform the mental health status quo of the industry, challenge the ‘new normal’ for remote BPO professionals, and ensure employees have the tools they need to track their mental health progress over time.
Interested in creating a workforce that is both resilient and empowered? Learn how TWSI can elevate your company’s mental health strategy today with a free demo of our platform.
