“chronic workplace stress that has not been successfully managed. The World Health Organization describes burnout as: But what if a tool could actually relieve the stresses of working in a call center, and offer boundaries around an agent’s calendar so they’re not left drowning in queues?įirst, let’s get on the same page. We’ll give you a quick teaser: Many companies think they need to enhance work culture, provide overtime pay, or offer other incentives to keep agents motivated. Unfortunately, struggling employees often keep quiet about how they feel until it’s too late-until they feel like they can’t continue in their job and quit.Įmployers need to understand what burnout is and how it affects employees, so they can support their agents and improve the call center work environment to reduce the risk of employee burnout. was 42%, and that number even climbed to 50% for contact centers with over 5,000 agents. So what do you do when call center burnout-agent unhappiness-is running rampant in your organization? Is it adding a new contact center service or tool, new schedules, updated protocols, fresh training?Ĭall centers have long had a reputation for “high levels of turnover, absenteeism, employee burnout and emotional exhaustion.” In 2021, the contact center attrition rate in the U.S. Agent happiness is the lifeblood for any call center-and, by extension, any brand that values customer experience.
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