

Working in a service center is demanding: high customer requirements, complex work processes and strict performance indicators determine the daily work routine. But how do these factors affect the well-being of employees? Studies show that stress, overwork and monotony in the working environment not only affect employee satisfaction, but can also have a lasting impact on their productivity and service quality.
According to the “State of the Global Workplace Report” by Gallup in 2023, 41% of employees surveyed worldwide stated that they had experienced a lot of stress the previous day. This represents a slight decrease from the 44% in 2022, but remains higher than the pre-pandemic average.
In this context, the study “Work 2023” by Pronova BKK that 9 out of 10 employees in Germany experience stress-triggering factors in their everyday working life. The 18 to 29-year-olds are particularly affected. The main cause of stress is an uneven workload distribution (35%).
Unpredictable and changing working hours are also among the biggest stress factors for employees. According to the ” Stress Study 2023” by Swiss Life Germany, 61% of respondents stated that predictable working hours are one of the most important prerequisites for their well-being.
The European Agency for Safety and Health at Work (EU-OSHA) reports in its report “Occupational safety and health in Europe: state and trends 2023” that monotonous work processes and a lack of challenges in the workplace can lead to mental stress such as bore-out, which affects employees’ mental health.
Insufficient breaks and non-compliance with rest periods are another key stress factor. According to an analysis by the Federal Institute for Occupational Safety and Health (BAuA) a lack of breaks increases the error rate and the risk of accidents at work by up to 30 %. Employees who do not have sufficient recovery periods are also more likely to suffer from exhaustion and long-term health problems.
These stress factors can lead to serious health problems, including burnout, depression and other stress-related illnesses. They also affect job satisfaction and motivation, which in turn has a negative impact on productivity and service quality in the company.
A modern workforce management system (WFM) such as opcycWFM can help companies to tackle the challenges described in a targeted manner:
The introduction of modern workforce management systems has shown significant improvements in personnel planning in companies. According to a Study by Forrester companies that rely on a WFM solution have been able to reduce the amount of overtime by up to 50%. This not only relieves the burden on employees, but also leads to a significant reduction in costs. In this context, companies can achieve a return on investment (ROI) of up to 376% by implementing a WFM system.
Another positive effect is the increase in productivity. The study highlights that optimized planning and the resulting reduction in idle times and insufficient staffing in the shifts lead to a noticeable increase in efficiency.
A WFM system such as opcycWFM takes individual employee preferences, legal requirements and operational requirements into account when planning personnel. This not only increases planning accuracy, but also promotes employee satisfaction, who feel supported by clearer structures and better planning of their working hours.
With opcycWFM, companies not only optimize their personnel costs, but also sustainably improve the well-being of their employees. Through demand-oriented planning and flexibility, companies create a working environment that promotes engagement and efficiency in equal measure. Experience opcycWFM in our on-demand online product demo and learn more about how our WFM suite can turn your challenges into opportunities.