3 tips for a better working environment on the phone

Working in a role where you constantly answer customer calls can be stressful — phones ringing non-stop, customers growing impatient, and frustration building up by the time you finally get to answer. To help ease the pressure, here are three tips for improving the work environment for your phone-based staff.

1. Plan for a Varied Workday

Answering questions, offering advice, or handling complaints over the phone all day can be mentally exhausting.

If possible, aim to schedule a mix of tasks for your employees throughout the day.

This helps maintain energy levels and motivation.

It’s also important to set aside time for rest and reflection — don’t compromise on proper breaks or daily rest periods.

Recovery is key to maintaining both well-being and performance.

2. Encourage Participation

High stress levels and the feeling of always being unavailable or inadequate affect both morale and productivity.

Such an environment can also create tension between different teams or roles.

The best way to counteract this is through involvement.

When employees are invited to take part in developing and implementing improvements, new ways of working become more natural and widely accepted.

A sense of participation strengthens engagement, reduces stress, and builds a positive workplace culture.

3. Choose Tools That Help, Not Hinder

As digital tools evolve rapidly, it’s important not to lose sight of employees’ needs and working conditions.

Technology should simplify, not complicate.

When IT systems don’t work as intended, they increase administrative burden and stress — which directly harms the work environment.

Start simple — take stock of the systems you already have:

• What tools are in use today?
• How are calls currently handled?
• Are there unused features that could make things easier?

Digitalization is a key to better working conditions, even for those spending much of their time on the phone.

All it takes is a bit of creativity, smart integrations, and the right digital tools.

One such tool is Aurora teleQ.

Instead of phones ringing endlessly, Aurora teleQ organizes every call as a case on your computer screen.

You can handle them when it suits you — or schedule a callback time for the customer directly in your interface.

Our customers have noticed a significant improvement in the work environment for phone-based staff after implementing Aurora teleQ — less stress, smoother workflows, and a calmer pace throughout the day.

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