Salesforce and BIOStress partnered through a shared focus on improving workplace well-being with data and AI. With this study, we aimed to improve the health and efficiency of ABRDN’s contact centre workers using biometric data insights.

Stress catches up with all people, from all walks of life, in all kinds of roles – but contact centres in particular can be high-stress environments. High volumes of customer interactions (often involving complaints or urgent requests), handling them efficiently and meeting performance metrics can pack the pressure on workers. But biometric monitoring can help to:

• Improve agent performance: It gives managers the opportunity to raise morale and performance through stress management strategies.
• Enhance employee well-being: Tailored wellness programmes directly address the specific stressors agents face, promoting better overall health, job satisfaction and reducing sickness absence.
• Reduce turnover and absenteeism: By addressing stress effectively, contact centres can reduce the high costs associated with employee turnover and absenteeism.
• Make data-driven interventions: The biometric data provides a concrete basis for introducing changes and measuring their impact, allowing for more targeted and effective interventions.