ProjectStrengthening call centre resilience
through face to face coaching.
Challenge
Call centre employees faced sustained emotional strain from a high-pressure, target-driven environment. Daily exposure to complex and distressing financial calls left teams feeling overwhelmed, disengaged, and at risk of burnout. The organisation recognised the need for targeted, measurable support to enhance resilience, reduce presenteeism, and demonstrate its commitment to employee wellbeing.
Inclusions
Monthly face-to-face NeuOsckar® Coaching Clinics, delivered on site, with additional on-demand sessions for hybrid and part-time staff. Cari® diagnostics to assess brain performance, wellbeing, and risk exposure before and after coaching. Tailored one-to-one coaching sessions focused on emotional regulation, practical strategies, and resilience-building. Personalised wellbeing insights to guide coaching outcomes and demonstrate impact.
Results
The coaching clinics created a noticeable shift in mindset, energy, and resilience across the call centre teams, with wellbeing improving on average by 20%. Staff reported feeling more emotionally supported, better equipped to manage the pressures of their roles, and more confident in handling challenging conversations. The organisation experienced a tangible improvement in workplace culture, with fewer signs of burnout and a stronger sense of collective wellbeing.
Testimonials
A powerful session – even after just one I feel lighter.
The impact has been so much more than to my work life.