According to research performed by Cornell University, it was discovered that call center absenteeism on a typical day averages 6%, with the highest rates being in outsourced call centers and retail (10% and 9.3% respectively).

In 1974, Psychologist Herbert Freudenberger coined the term “occupational burnout” in a medical journal. Burnout is defined as physical, emotional or mental exhaustion, combined with feelings of insecurity about work competence and value. While it can happen in any occupation or industry, it is mainly a common workplace hazard for call center agents and contact center employees. And, it can certainly have a devastating effect on sales, brand reputation, customer satisfaction, and profits.

Let’s analyze the causes of Contact Center Agent Burnout:-

Hiring the Wrong People

If an agent does not have the required skills to perform a job, he or she needs to put extra effort, and that can cause burnout. Therefore, Contact Centers need to take hiring seriously by creating an employee profile and identifying a suitable person. This would help avoid hiring people that do not have the required skills.

Lack of Proper Training

Insufficient Training can make it difficult for agents to cope up with the challenges at the job. Therefore, continuous training is essential for agents to get upgraded according to the changes in market rules, the implementation of new technology, for example, latest contact center software etc.

Poor Leadership

Right Leadership helps to keep agents motivated to achieve their goals. However, due to inefficient leadership, agents’ work can become over-pressuring and cause burnout. It is essential to select the correct people for supervising positions and offering leadership training.

Too Many Policies & Procedures

As we know, policies and procedures help us to offer better and compliant services. However, a lot of rules can sometimes make agents feel stressed and afraid of making a mistake. Therefore, carefully reviewing policies and procedures is essential.

Handling Difficult Customers

Almost every other day, agents deal with calls from people who might be angry or upset. Such calls can cause emotional exhaustion leading to agent’s burnout. In such a scenario, contact centers need to make sure their supervisors offer adequate support and training in emotional intelligence.

Monotony

Call Center jobs can be monotonous since there is a script and agents need to go call by call saying the same thing. However, providing feedback, small breaks, or offering some training might be helpful. Also, availing the agents the opportunity to work in different capacities or within a variety of communication channels would be beneficial too.

Lack of Recognition

Contact Center work is challenging and therefore, lack of verbal and written praise, rewards, can be detrimental to the functioning of the organization. Taking the time to recognize and reward agents is a simple yet highly effective way to reduce employee burnout and attrition.

Agents experiencing burnout tend to engage in more conflict with their customers, coworkers, and management. Thus, Managers seeking to enhance productivity within their contact center must have a comprehensive understanding of burnout, it’s causes, and an ability to identify symptoms of burnout. Doing so will help to detect burnout in its initial stages and thereby enable employing early interventions to protect their work environment.