Navigating the Challenges of Violence and Client Aggression: A Worker's Perspective

In the realm of work, violence is an umbrella term encompassing instances where individuals face abuse, threats, or assault linked to their professional duties. This definition extends to verbal or physical aggression directed at workers, including those stationed in the dynamic environment of contact centres.

Identifying Risk Factors:

Several factors can heighten the risk of violence and client aggression, notably in situations where:

• Extended waiting times for customers prevail
• There is an increased reliance on automated technology for customer interactions
• Workers are compelled to suppress emotions, such as anger or frustration
• There is an over-reliance on shift work and/or the provision of 24-hour services.

Mitigating Risks:

For employers committed to ensuring the safety of their contact centre staff and minimizing the risk of violence and client aggression, several proactive measures can be adopted:

• Develop and implement workplace policies and procedures guiding workers on responding to threats, encompassing violence, aggression, and self-harm from clients.
• Guarantee easy access for workers to procedures addressing violence and client aggression.
• Provide robust support mechanisms for contact centre workers post-interactions with aggressive clients.
• Allow contact centre workers access to designated breakout areas for brief respites following interactions with aggressive clients.
• Facilitate access to employee assistance programs or counseling services as part of the available support network.

Referencing the "Handbook for the Prevention and Management of Work-Related Violence and Aggression in Health Services," employers can gain insights into a comprehensive framework designed to identify, prevent, and manage instances of aggression and violence within health industry workplaces. This handbook serves as a valuable resource in navigating the challenges posed by violence and client aggression, promoting a safer and more supportive working environment.