Website: https://nsn.org.uk/
Tel: 0141 345 0045 

Supporting your teams to care, without carrying it all.

The role of contact centre advisors has never been more demanding. Every day, they navigate complex, sensitive, and even distressing conversations. With so much happening in the world leading to increasing life challenges for customers, the instinct to help is human. But without the right support in place, agents risk either disconnecting emotionally or overstepping boundaries, offering unqualified advice, or burning out entirely.

The pressures are real. 74% of contact agents are considered at risk of burnout. Contact centre agents leave their jobs at 1.3 times the rate of employees in other professions. Retention depends on how supported and valued people feel, culturally, emotionally, and practically. This includes how supported advisors are to help their customers experiencing vulnerability.

As the UK’s leading provider of trusted signposting solutions, NSN’s Support Hub makes it easy to embed effective, human-centred referral pathways into your service. Used by major brands across financial services, energy, water, housing and more, our tool connects both staff and customers to vetted, independent sources of help for over 1000 life problems, from mental health and debt advice to housing support and domestic abuse helplines.

NSN’s Support Hub helps organisations build safer, more sustainable service environments, while reducing agent strain and driving better outcomes for those at risk.

Visit nsn.org.uk to learn more.

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Supporting your front-line agents