Protecting call centre wellbeing

Creating Thriving Contact Centres in Victoria is an innovative pilot project funded by Worksafe’s WorkWell Mental Health Improvement Fund and led by SuperFriend. The project aims to protect and promote the mental health and wellbeing of at-risk contact centre workers in Victoria by improving their job satisfaction and job engagement.

Five partner organisations are participating in the program: UniSuper, Concentrix, LINK Group, Sunsuper and MLC Life Insurance. A co-design approach consisting of a research stage (interviews, observations, literature review), followed by three design workshops with participants from different roles was used. A program of works was then developed targeting three levels within each organisation (individual team members in the contact centres, their Team Leaders, and organisational level staff, for example: Human Resources, Occupational Health & Safety, and Learning & Development.

Each of the three organisational levels are receiving training on a range of topics. Training has been completed relating to understanding mental health and wellbeing, obligations relating to mental health in the workplace, care conversations, strengths-based coaching, job design, job crafting, self-care, team psychological capital, and policies and strategies to improve mental health and wellbeing. These sessions have been delivered through face-to-face workshops, webinars, podcasts and readings.

A comprehensive baseline evaluation consisting of online surveys and in-depth interviews has been completed to enable the success of the program to be assessed. It is expected the final evaluation to assess changes in job satisfaction and engagement will be completed in early 2020.