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Employee Assistance Program (EAP) Provider for Call Centres & Customer Service in Australia
Last Updated 04/12/25 By Vanessa Cortez
EAP Programs @ Mindway EAP
Call centers and customer service teams are the first line of defense for businesses. They have to deal with high call rates, strict performance goals, and high customer standards all the time. The repetitive nature of the job and the fact that you may sometimes have to deal with angry or upset calls can quickly cause stress, anxiety, or disinterest. Many workers find that working in this setting is very hard on their minds and affects their long-term job satisfaction. Employee Assistance Programs (EAP) have been shown to help call center workers by offering private counseling, tools for dealing with stress, and training in building resilience. Companies that offer EAP services can improve the health and happiness of their workers, cut down on staff loss, and make the workplace a better place to be for everyone. She felt more confident in her job and found a better way to care for herself and her clients at the same time.

What you’ll learn in this article
  • Why EAP is crucial in call centre and customer service workplaces
  • How EAP supports staff in high-stress, high-demand environments
  • The impact of EAP on retention, morale, and customer satisfaction
  • How EAP helps leaders support frontline staff more effectively
  • Real examples of EAP success in customer service environments
  • Building a resilient, customer-focused workforce with EAP

Why call centre staff need EAP

People who work in customer service are known to endure considerable amounts of stress due to the fact that they are needed to fulfill regular targets, work long shifts, and interact with clients that are not nice. It is possible for employees to have feelings of underappreciation when they do not receive adequate assistance, which can lead to feelings of exhaustion and high rates of employee turnover. Employee assistance programs, often known as EAPs, provide employees with confidential help that supports them in managing stress related to their work-related tasks while also protecting their personal wellbeing. It is via this investment that employees are shown that their organization values them, which ultimately leads to enhanced loyalty and performance from those individuals.
Employee:
The constant calls and customer pressure are getting overwhelming, I don’t know how much longer I can do this
You:
I understand, and that’s why we’ve partnered with an EAP provider. You can access confidential support whenever you need it.

Reducing stress and building resilience

It can be hard on your mental health and confidence to deal with angry or upset customers every day. Employee assistance programs (EAPs) give workers useful ways to deal with stress, lessons on how to handle their feelings, and access to professional counselors. This gives employees the courage to face problems head-on and keeps stress from building up into long-term problems. Employees who are supported are not only healthy, but they are also better at providing good service.
"Happy employees create happy customers. EAP ensures call centre staff have the support they need to thrive in high-pressure environments." - Call Centre Industry Association of Australia

Improving retention and reducing turnover costs

Call centers experience a high turnover rate of employees, which results in significant financial losses for businesses due to the need to educate and hire new employees. It is beneficial for employees to remain with a firm for a longer period of time if the organization demonstrates that it is concerned about their well-being by providing EAP services. When workers are made to feel encouraged, they are more likely to remain with the firm, acquire further knowledge about their position, and do their duties in a trustworthy manner. The process of directly improving the performance of a company.

Supporting leadership and managers

It is common for team leaders in contact centers to be responsible for monitoring both the performance metrics and the morale of their employees. Employee assistance programs (EAP) provide leaders with the resources they require to recognize the indicators of stress in their teams, communicate with them in a straightforward manner, and encourage early action. This allows managers to maintain the health of their teams while still ensuring that they get the task done. Strong leadership and employee assistance programs are the driving forces behind a positive shift in the attitude of employees in the workplace.
A significant national call center in Sydney experienced a decrease in employee satisfaction and a spike in employee turnover. Employees frequently said that they felt exhausted and isolated after having to cope with lengthy lines of difficult calls. Counseling, techniques for coping with stress, and training on developing resilience might be made available to employees around the clock, seven days a week, if an employee assistance program (EAP) were implemented. Over the course of a year, it became far simpler to retain personnel, and the satisfaction levels of customers increased as a direct result of increased staff engagement.

In a similar manner, the customer care center of a retail bank implemented an employee assistance program (EAP) after realizing that it was the staff's anxiety that was causing the quality of service to decrease. The supplier of the EAP provided individualized training in resiliency to the agents, as well as instructional support to the managers. This resulted in a healthier and more creative workplace, which in turn reduced the number of absences and increased the level of happiness among both employees and consumers.

Enhancing customer satisfaction through employee wellbeing

Customer service is made possible by people, and the level of happiness and health that employees experience has a direct bearing on the level of happiness and health that customers experience. Staff members who receive assistance from EAP are better able to concentrate, comprehend, and handle tough calls in an appropriate manner. In addition to making consumers more satisfied, this contributes to the development of the company's reputation for providing excellent service.
Key Takeaways
  • EAP reduces workplace stress
    Confidential support empowers staff to handle the pressures of customer service.
  • EAP improves retention
    Well-supported employees are more likely to stay, reducing turnover costs.
  • EAP strengthens leadership
    Managers gain tools to build healthier, more resilient teams.
  • EAP boosts customer satisfaction
    Employees who feel supported deliver better service, leading to happier customers.
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Ideal for organisations that want to start small and scale as needed. Only pay when your team uses the service.


Included in PAYG:

✔️ Pay per session model

✔️ Tailored Mindfulness Program

✔️ Professional support within 12–36 hours

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Best for teams seeking consistent, proactive support with built-in sessions and added value for managers and leaders.


Includes everything in PAYG, plus:

✔️ Set sessions included per employee, per year.

✔️ Dedicated program specialist

✔️ Priority critical incident support

✔️ Monthly live leadership/manager training (mental health, leadership, communication & more)

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"We’re extremely satisfied with the services and counselling provided. It’s great to see our staff benefiting from it." 28% of staff use services
Priya, HR Director

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