Mental Health and Wellbeing courses for Customer Service Employees

Mental Health & Wellbeing Courses for Customer Service & Contact Centre Employees

New for 2022!

There is no question that the stress and pressures on frontline staff continue to grow. Whether it's dealing with customers face to face or over the phone/live chat etc. the past couple of years, in particular, have been tougher on everyone.

For our frontline staff, not only are they dealing with their own challenges, but they also need to continually deal with customers who are also more stressed.

And it's not just the pressures of the COVID pandemic, customers are continually expecting better service and many companies are failing to meet those expectations with the frontline staff often in the direct firing line of that customer frustration.

With many of the simpler customer transactions now automated (when is the last time you rang the bank to check your balance?), customer service staff, particularly in contact centres, are facing increasingly difficult interactions with customers as typically the contact centre is the last resort after the customer has already searched online for a quick and easy solution.

This also adds to the pressures - there are no 'easy' calls anymore, each and every interaction requires concentration and the use of increasingly complicated systems.

Mental Health and Employee wellbeing courses for retail staff

But it's not just the contact centre agents under pressure. With vaccine passports, QR codes, freight delays and so on it's been a particularly tough couple of years for our retail employees with no real end in sight.

The good news is stress management and resilience are skills that can be taught, and equipping your employees with these skills will set them to better handle situations for today and tomorrow. And the good news keeps on coming...

Businesses receive an average return on investment of $2.30 for every $1 they invest in effective workplace mental health strategies, making investing in mental health a win-win-win situation for employers, employees and customers.

Equipping your employees with the skills they need to succeed

As an employer, it's your responsibility to equip your employees with the skills they need to succeed at their job - and by and large, most employers are pretty good at ensuring employees know how to operate equipment, understand the products and services, follow core processes and so on.

But when it comes to customer service, there is often an expectation that everyone should just "know what to do" which of course, they don't.

But being confronted by an angry customer or facing the reality of having to deal with customer after customer no matter how rude they can be is challenging for most people.

So naturally, when employees aren't equipped with the right skills to handle those situations, it can impact them in a variety of ways from increased stress and frustration, sickness, tiredness etc that can result in them lashing out at customers or colleagues, calling in sick, resigning etc that is a poor result for both the employee and your business.

And with the difficulties in attracting and retaining staff harder than ever, a small investment in their mental health and wellbeing can make a massive difference!

Employee Wellness courses
Angry retail Customer
Stressed call centre worker
Stressed office worker

Mental Health Workplace Statistics in Australia 

Whilst there has been some improved awareness of mental health in the workplace (and society in general), the statistics below sourced from Beyond Blue, KPMG, World Health Organisation and the Australian Government suggest a lot more needs to be done to support employees.

  • Mental health problems are the third biggest health problem in Australia, after heart disease and cancer.
  • Businesses receive an average return on investment of $2.30 for every $1 they invest in effective workplace mental health strategies, making investing in mental health a win-win situation for employers and employees.
  • A total of 3.2 days per worker are lost each year through workplace stress.
  • Stress-related workers’ compensation claims have doubled in recent years, costing over $10 billion each year.
  • A survey of over 5000 workers indicated that 25% of workers took time off each year for stress-related reasons.
  • In relation to psychological injury claims, work pressure accounts for around half of all claims and harassment and bullying for around a quarter of claims.
  • Preliminary research shows that Australian businesses lose over $6.5 billion each year by failing to provide early intervention/treatment for employees with mental health conditions.
  • Ninety-one per cent of employees believe mental health in the workplace is important. However, only 52 per cent of employees believe their workplace is mentally healthy.
  • Almost fifty per cent of employees have left a workplace due to a poor mental health environment, while 60% of employees working in a mentally healthy workplace were more committed to their job.
  • One in five Australians (21%) have taken time off work in the past 12 months because they felt stressed, anxious, depressed or mentally unhealthy.
  • According to the World Health Organisation, 1 in 4 people in any one year, will experience emotional and mental distress such that if they were to see a clinician, they would be diagnosed with a mental illness

Who are these courses suitable for?

There are hundreds of thousands of employees who work on the frontline working with customers each and every day. Whether it's over the phone in a call centre (or contact centre as they are now called) or face to face working in retail stores, offices, warehouses, cafes & restaurants and so on all the roles have something in common - dealing with customers.

And that's who these courses are for!

Whilst each business sector and industry requires a range of different skills and attributes to succeed, how to deal with customers is surprisingly consistent as let's face it, we all know what it feels like to be on the receiving end of good and bad customer service.

And at our core, we are all human beings. Good health, stress management, resilience skills etc have been refined for decades and whilst we are all a little different, the skills we teach have all stood the test of time.

Mental health training for call centre and admin employees

Public or Private delivery options

Our Mental Health and Wellbeing Courses for Customer Service employees can be delivered in person (subject to COVID guidelines) or online via ZOOM teleconferencing with both Public and Private training courses available.

Public Courses

Our Public Mental Health and Wellbeing training courses have the times and dates fixed to enable you to plan ahead and align with your induction programs, rosters, annual leave commitments and so on.

They can be perfect for one person or small teams that in addition to learning some great new skills, the public courses can also be a great way to meet others in the same industry and help to build a professional network which can be crucial to better health and wellbeing.

If you would like to have more flexibility on the dates, times and content please refer to our private options.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business (where applicable) rather than generic ones we use in our public courses.

Learn more about our private courses >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your call centre agent training is in good hands.

CX Skills Call Centre Agent Training Courses

I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

Mental Health and Wellbeing Courses

Click on the buttons below to learn more about the courses we offer or scroll at the bottom of this page for upcoming public courses that you can purchase a ticket for instantly.