Employees at a big national call centre in Sydney reported lower levels of satisfaction with their jobs, while the number of employees leaving the company increased. After having to deal with lengthy lines of challenging calls, employees regularly reported feeling fatigued and disconnected. This was a common complaint shared by employees. If an employee assistance program (EAP) were to be developed, it would be possible for workers to have access to counselling, skills for coping with stress, and training on growing resilience at any time of the day or night, seven days a week. It became much simpler to retain individuals over the course of a year, and the levels of customer happiness grew as a direct result of higher staff involvement resulting in increased levels of customer satisfaction.

In a similar fashion, the customer service centre of a retail bank realised that the worry of the personnel was the root cause of the decline in the quality of service, and as a result, they decided to create an employee assistance program (EAP). Both the agents and the managers received individualised training in resilience from the provider of the EAP. Additionally, the provider offered instructional assistance to the managers. This resulted in a workplace that was healthier and more creative, which in turn led to a reduction in the number of absences and an increase in the level of happiness among both employees and customers.