A Gallup poll conducted in 2023 asked employees to report how often they experience burnout. An astonishing 78% reported having symptoms of burnout at least sometimes. While not a medically diagnosed condition, the World Health Organization (WHO) added burnout to its list of “occupational phenomena” in 2019. This phenomenon can cause workers to experience very real physical symptoms and have a significant impact on their ability to carry out their duties at work.
Many connect burnout with overworking. However, while a heavy workload and long hours can definitely be contributing factors, they are not the root of the problem. The WHO and Gallup agree that burnout has more to do with an individual’s experience while at work than the number of hours they put in at that office with long-term stress and a lack of support topping the list of factors contributing to employee burnout.
Among call center employees, burnout can be a significant issue, as the work is often stressful. Whether taking inbound or making outbound calls, agents often speak with frustrated, angry, or upset customers. Remaining calm and efficiently solving problems under pressure is emotionally and physically taxing. These challenges lead to high turnover rates at call centers. However, reducing burnout and the associated turnover in call centers is possible for employers who take steps to reduce stress and provide employees with proper training and support.
Recognizing Burnout
The first step to reducing burnout among call center employees is to learn to recognize the signs before employees reach their limit. Managers who regularly meet with employees can more easily monitor how employees are feeling and performing at work. Specific behaviors that may indicate an employee is burning out include the following:
- Negative feelings about work
- Fatigue
- Careless errors
- Decreased productivity
- Withdrawal from social interactions
- Absenteeism
- Irritability
An employee who is experiencing burnout is more likely to disengage from work. Their lack of motivation can lead them to perform poorly when present and to be absent from work more frequently than their coworkers. For employees, the symptoms of burnout can extend to physical problems, including insomnia, depression, anxiety, and even heart disease. For employers, burnout leads to reduced productivity and profit.
Preventing Burnout
1. Shift Your Emphasis
A well-operating call center is efficient, solving customer problems quickly and completely. Many centers track KPIs that allow management to verify the efficiency and effectiveness of call center agents. Unfortunately, this data-driven management style places pressure on employees to achieve results.
Employees need to know that managers are mindful of their personal needs as well. Policies that encourage agents to take breaks and leave when their shift is over rather than taking the next call help them set personal boundaries and take time to reset before the next challenging call. Prioritizing people over KPIs may be necessary to avoid burnout.
2. Provide Employee Support
Call center agents encounter new situations and questions regularly. For those new to the profession, solving these problems can feel overwhelming, especially when they know managers are tracking call times and other performance metrics. Rather than placing employees under a microscope and providing critical feedback when they fall short, be available to help employees learn how to improve their customer service. Mentoring and coaching call center agents can help them improve their skills and performance.
3. Supply the Right Technology
Solving problems for an irate customer is challenging under the best circumstances. When technology fails to provide the right information or lags, it can contribute more stress to an already stressful situation. Simplify daily tasks by investing in technology that streamlines tasks, reduces stress in the workplace, and enables agents.
4. Grant Autonomy
Working in a call center can be similar to playing a game of “Mother, May I?” When agents have to ask managers to “green light” actions, it not only slows their work but also leaves them few options for helping customers quickly. Agents who have the leeway to offer more solutions to customers have more tools at their disposal and can feel proud of their ability to resolve issues without assistance. Consider ways to empower agents to provide solutions to customers without involving management.
5. Practice Emotional Intelligence
Positive interactions between managers and call center agents are vital to preventing employee burnout. Managers should be masters of emotional intelligence. Actively listening and showing empathy to employees as they work through problems will make employees feel like they are heard.
6. Clarify Employee Duties
Not knowing your role or place in an organization is unsettling and stressful. It is important that agents know what managers’ expectations are. One-on-one meetings are a great time for managers to talk to employees about their current performance and future goals. These talks can help define their position within the organization and help employees understand how they contribute to overall success.
7. Provide Training Opportunities
Successful call center agents are more likely to be engaged and satisfied with their work. Learning to be successful can take time, and it takes much longer if employees are left to figure things out on their own. Help new agents notch wins by allowing them to train with or shadow high-performing agents. In the process, you will help improve the customer experience as well. Trained agents are much more capable of resolving problems and questions quickly.
Staffing a call center with capable, hardworking agents is the first chapter of operating a successful call center. Retaining talented agents is the rest of the story. While there is no way to guarantee you won’t have turnover, the steps above will go a long way to preventing the burnout that causes so many employees to change jobs. To identify individuals who can be a long-term asset to your call center, consider partnering with a Utah staffing firm. They can leverage their extensive network of applicants and knowledge of call center operations to help you find the right people for the job.
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Infographic
Due to the stressful nature of the work, call center employees are at risk of burnout, which can lead to high turnover rates. However, employers can reduce burnout by alleviating stress and offering proper training and support. Learn more in this infographic.
