Insurers should give their call centre workers clear career pathways and rewards, a diversity of work and appropriate technology in order to reduce turnover rates, Aon says.

Almost half of call centre staff leave annually and the average tenure is only 22 months.

Aon Assessment Solutions MD Stefan Hinrichsen says call centre staff face unique challenges that contribute to these high rates of “churn,” and the ability to manage potential issues in a typical contact centre environment “starts with a holistic understanding of the different factors at play”.

"Dealing with the general public is inherently stressful,” he says. “Callers are often ringing with a problem. Dealing regularly with angry or upset customers takes a toll.”

Being forced to work at speed and intensity over extended periods can contribute to stress and repetitive strain injuries, he says. Aon recommends offering employee benefits, and says online tests can identify qualities appropriate to the role and ensure applicants have a realistic understanding of the job.

"A multi-faceted approach to managing common issues could improve workforce resilience, creating an environment in which people can adapt to adverse situations, manage stress and retain motivation,” Mr Hinrichsen says.

Call centre workers are at risk of developing physical injuries such as back or neck pain, dry eyes, blurred vision and headaches, voice problems such as dysphonia which can cause permanent damage, and hearing issues.

“Tailoring processes and equipment to suit staff needs, training, and implementing suitable protections are vital for staff wellbeing,” Mr Hinrichsen said.