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SubscribeAs a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees.
A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers.
To help your sales agent avoid call center agent burnout, learn some actionable ways to reduce call center agent stress and drive change here.
TL;DR: Quick summary
| Call center agent burnout is a major issue that highlights the state of physical, mental, and emotional exhaustion experienced by call center agents. It’s caused by: 1. Excessive workload strict metrics 2. Repetitive tasks 3. Dealing with difficult customers 4. Lack of autonomy and growth opportunities. To avoid burnout, you can follow these strategies: 1. Give agents manageable workloads 2. Use modern software like auto-dialers 3. Empower agents with autonomy 4. Rotate responsibilities 5. Focus on quality over quantity metrics 6. Provide ongoing training and feedback 7. Allow breaks 8. Recognize good performance |
What is call center burnout?
Call center burnout is a state of chronic stress and emotional fatigue affecting many agents. The pressure to meet strict metrics, handle high call volumes, and provide top-notch customer service makes call centers incredibly demanding. There is no room to take a breather.
SQM research shows that 63% of the agents experience a high burnout rate. Call center managers are noticing that their agents are getting burned out faster, and they must fix things to get their teams back on track.
Impact of call center agent burnout on your business
Call center agent burnout has some serious implications for your business as well.
- Burnout disturbs the agent’s focus and motivation. This means fewer calls handled, slower resolution times, and missed targets.
- Exhausted agents struggle to offer the patience and empathy crucial for good customer service. This can lead to poor service and fewer conversions.
- Burnout clouds judgment, increasing errors during calls. This can lead to incorrect information given or unsatisfied customer needs.
- Unhappy agents are more likely to quit. This creates a cycle of high turnover, costing time and money for recruitment and training.
The most common causes of call center agent burnout
Several factors contribute to call center agent burnout, impacting both employee well-being and center effectiveness. These include:
Excessive workload and long hours
Agents are overwhelmed by the sheer volume of calls they must handle relentlessly. And they barely have any breaks. What’s more, meeting aggressive call quotas requires working well beyond their scheduled shifts. This combination of physical and mental strain quickly leads to burnout.
Strict targets and micromanagement
Agents are required to meet strict targets and metrics, such as call handle times and sales quotas, which puts every call under intense scrutiny. This lack of trust in their ability to perform their jobs autonomously leaves agents feeling micromanaged. They are compelled to adhere rigidly to scripts and procedures, further diminishing their sense of autonomy.
Repetitive, monotonous tasks
Call after call on the same topics and issues become extremely repetitive. The lack of variety and problem-solving causes agents to slip into auto-pilot mode. As a result, the sheer boredom of the repetitive tasks drains agents both mentally and emotionally.
Dealing with angry, rude customers
Agents must regularly absorb the brunt of customers’ frustrations. Despite this, they are expected to remain calm, composed, and professional at all times. This emotional labor while dealing with angry customers is mentally exhausting.
Lack of autonomy and creative outlets
Management policies give agents little to no autonomy to solve problems creatively. They feel stifled by having to follow set procedures and scripts rigidly, which makes them feel undervalued.
Poor work-life balance
The job demands cause the work to pour into agents’ time. There is only a slight separation between their work and home life — This lack of work-life balance impacts agents’ overall well-being and personal relationships.
Inadequate training or unclear expectations
Some agents don’t receive enough training to properly handle all the scenarios they encounter. There is also often a lack of performance metrics on which they are evaluated. This uncertainty leads to the constant stress of potentially underperforming.
Lack of recognition or growth opportunities
No matter how hard agents work, that effort often goes unnoticed by management. Agents also have limited pathways to develop new skills and advance their careers. And that leads to agents feeling unappreciated.
How to identify a call center agent burnout?
Here are some common signs of call center agent stress to look out for:
- Absenteeism — Frequent unexpected absences or using up sick days can signal an agent is emotionally checking out.
- Negative attitudes — Uncharacteristic pessimism or complaints from usually positive agents also indicate burnout.
- Mistakes from reliable agents — Careless errors or missed details from experienced workers indicate the agent’s decreasing focus.
- Shorter tempers — Agents getting frustrated and lashing out at colleagues and customers.
- Complaints of fatigue — Feeling physically and mentally drained despite adequate rest can lead to burnout or be caused by it.
Eight proven ways for avoiding call center agent burnout
Here are eight stress management techniques for call center agents to avoid call center agent burnout
Manageable workloads and reasonable goals
A high workload is a major cause of burnout. Try to ensure agents have enough time between calls for documentation and short breaks. Set achievable but challenging goals rather than unrealistic targets that encourage cutting corners.
Modern software
Advanced sales dialers can increase agent productivity and help them achieve targets more easily. Auto dialers automatically place outbound calls and screen for live pickups, connecting agents only to answered calls. As a result, hitting quotas becomes more attainable and reduces stress.
Empower agents
Micromanagement and rigid scripts make agents feel disrespected. Give them autonomy over how to address customer needs within certain guidelines. This allows them to feel ownership by being problem-solvers.
Rotate responsibilities
Cross-training agents on different responsibilities combats boredom and repetitiveness. Switching between inbound and outbound calls, sales and support roles, or handling different products and services prevents agents from going into autopilot mode. This increases engagement and helps them develop new skills.
Quality over quantity
While some call metrics are necessary, too much focus on numbers like handle time or calls per hour can make agents feel like “just a number.” Reward quality service, creativity in handling tough calls, and going the extra mile.
Agents will feel reassured that you value and appreciate them and their dedication to providing an exceptional customer experience.
Ongoing training and feedback
Continuous training shows you’re interested in an agent’s growth. It builds confidence in handling tough calls and reduces stress. Frequent feedback also helps agents understand expectations and improve. Implement software with AI-boosted capabilities, such as conversation intelligence, to provide insights and feedback on agent performance.
JustCall, for example, has powerful inbuilt conversation intelligence that has proven to be a game-changer for sales and support teams. These tools help improve agent productivity and streamline their work so they have more time to focus on key tasks, thereby reducing burnout.
Rest and recovery time
Allow agents to take short breaks from their desks every few hours to reset and recharge. Something as small as a 10-minute walk can reduce mental fatigue. Role swap breaks coverage so everyone gets personal time.
Employee recognition
Simple and frequent recognition of a job well done can vastly improve engagement and morale. Recognition also reinforces positive behaviors you want to see more of. Celebrate small and large wins alike.
JustCall can help you deal with call center agent burnout
Burnout affects many call centers but can be prevented with the right approach. Address the root causes — unreasonable workloads, lack of autonomy, repetitive tasks, and insufficient support.
Use call center software tools, like JustCall. Our platform directly combats burnout through intelligent capabilities like omnichannel routing, real-time analytics, AI assistance, and integrated coaching tools.
Don’t let agent burnout derail your business any longer. See how JustCall equips your team to deliver exceptional customer service from an energized, engaged workforce. Request a demo today to learn more about reducing burnout with our call center solution.
