Why UK Retail Call Centre Staff—Especially Young Workers—Are Facing a Stress and Burnout Crisis (And How Mind On Side Can Help)

Retail call centres are the lifeline of customer service in the UK, but behind the polite greetings and scripted responses, a worrying trend is emerging. Recent reports reveal a sharp rise in stress and burnout among younger call centre staff, many of whom are struggling with mental health challenges, high turnover pressures, and unrealistic performance targets.

As call volumes climb and customer expectations grow, many young workers are finding it harder to cope—creating an urgent need for mental health support within the retail sector.

The Numbers Behind the Stress

• Rising absenteeism: UK retailers have reported year-on-year increases in sickness absence linked to stress and mental health, with call centres topping internal HR reports.
• Younger workforce at risk: Gen Z and Millennial employees (18–34) now make up a large proportion of retail call centre staff, and studies show they are twice as likely to experience workplace burnout compared to older colleagues.
• High-pressure environment: Call handlers face constant performance monitoring, strict time targets, and difficult customer interactions—all while juggling cost-of-living pressures outside of work.

This combination is a perfect storm for anxiety, depression, and staff turnover.

Why Young Workers Are Struggling More

The younger generation brings fresh energy and digital skills to retail call centres, but they’re also entering a workforce where:

• Remote/hybrid work can isolate them, making it harder to get peer support.
• Customer expectations are higher in the age of instant online shopping.
• Economic stress is real—many are on entry-level wages while rent and living costs rise.
• Perfection is demanded through call monitoring and strict scripts.

For many, this creates a cycle of anxiety, exhaustion, and ultimately burnout.

The Business Impact of Stress & Burnout

This isn’t just a “people problem”—it’s a business challenge:

• Increased absenteeism leads to staffing gaps.
• High turnover raises recruitment and training costs.
• Poor customer experience impacts brand reputation.

Forward-thinking retailers are beginning to realise that supporting employee wellbeing isn’t just kind—it’s profitable.

How Mind On Side Supports Retail & Call Centre Teams

At Mind On Side, we specialise in supporting employees and employers through Access to Work-funded mental health and recovery coaching.

We can help call centre staff:

• ✅ Develop personalised coping strategies for stress and anxiety.
• ✅ Access government-funded support at no or minimal cost to the business.
• ✅ Build resilience through one-to-one coaching and group sessions.
• ✅ Create a culture where staff feel heard and supported.

Retailers benefit too—lower absence rates, higher morale, and better staff retention.

Practical Steps for Employers to Take Now

Even before bringing in external support, retailers can take small but effective steps:

1. Introduce mental health first aid training for team leaders.
2. Offer flexible scheduling to reduce burnout from back-to-back shifts.
3. Normalise mental health conversations—make it safe to ask for help.
4. Promote Access to Work schemes so staff know funding is available.

Final Thought

Call centres are the heartbeat of UK retail, but their people are under pressure like never before. Supporting mental health isn’t just a moral obligation—it’s a smart investment in business success.

Mind On Side is here to help retailers and call centre staff build healthier, more resilient workplaces. 👉 Contact us today to explore free or funded support.