Caring for the Carers: Why Resilience and Self-Care Are Critical for Helpline Workers

Helpline and call centre workers are the calm voices at the end of a frantic call, the steady support in moments of crisis, and the first point of contact for people navigating complex or worrying problems. Yet behind the headset, these professionals are experiencing a silent crisis of their own: Burnout.

Recent research paints a stark picture:

• 83% of UK call centre workers say their jobs negatively impact their mental health, with more than half experiencing stress and anxiety on a regular basis.

• 83% of contact centre staff feel they are already burnt out or soon will be

• On average, workers lose six hours of productivity per month to poor mental health, equating to nine working days each year.

• For the industry, this adds up to nearly £1 billion in lost productivity annually.

The figures are even more sobering in emergency services. NHS call handlers supporting ambulance services take an average of 33 sick days per year – compared to the UK average of four – with turnover rates as high as 80% in some trusts.

The Human Cost of Burnout

For those answering the phone day in, day out, the emotional toll is immense. Many handle distressing or confrontational calls, often without the opportunity to fully recover before the next one begins. Over time, this constant exposure to stress can erode resilience, blur professional boundaries, and leave workers exhausted – physically, mentally, and emotionally.

While burnout has clear individual consequences, it also impacts the organisations that depend on these teams. Staff shortages, high turnover, reduced productivity, and increased absenteeism are all symptoms of a deeper problem: not enough is being done to protect the people who spend their working lives helping others.

Resilience and Self-Care: Essential, Not Optional

At Kiltti, we believe resilience and self-care must be viewed as essential skills for helpline and customer-facing professionals, not a perk or a benefit. Just as staff are trained in the technical aspects of their role, they must also be supported to build emotional strength and learn strategies that help them recover from challenging interactions.

Practical self-care doesn’t need to be complicated:

• Simple breathing techniques between calls.

• Taking short, mindful breaks away from screens.

• Having clear professional boundaries to separate work from personal life.

• Peer support and reflective practice to process difficult experiences.

When embedded into workplace culture, these practices can prevent burnout, improve staff retention, and ultimately create healthier, more compassionate customer interactions which is a clear benefit for your organisation as well as your team.

Building a Kinder Future for Helpline Workers

The statistics paint a dark picture, but they also present an opportunity. Organisations that prioritise the resilience and well-being of their teams send a powerful message: we care about the carers. This is not just a moral responsibility but also a strategic investment. Happier, healthier employees are more engaged, more productive, and more likely to remain in their roles.

At Kiltti, our training and coaching programmes are built around the principle of kindness in action. We work with helplines, contact centres, and customer-facing teams to develop resilience, set healthy boundaries, and create environments where both callers and staff feel genuinely supported.

When  we care for the carers, everyone benefits.