Says one survey. (See below for a link).
With the increasingly competitive international business environment (beyond geographic circle) in which most of the front end customer service reps work, employee burnout is inevitable. Can not blame the managers here because they are answerable to quality guys. They are also responsible to attrition (to some extent) and have to balance the walk on a tight rope.
However, employee burnout is an issue and cure for almost all of these are almost same. Front end customer service representatives must be given ways to relieve the stress they are getting at their workstation, some of the reasons being faking feelings, pseudo names, stringent deadline, customer abuse and strain that their job is creating for them.
An employee may get some time off or may be reassigned another portfolio that best suits his/her psychographic profile.
Some common burnout symptoms I have observed in call center customer service executives
1. Impatience, disrespect to customers
2. Tiredness and low energy
3. Unforced data entry errors
4. Absenteeism
5. Health related issues
Stress study shows ills of call-center workers
Call Center employees burn out fast
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Comments
I have no sympathy whatsoever. Nearly every major corporation seems to decide that when it comes to cutting costs, customer service is the first thing to go.
It’s hard to remember a time when I’ve called a company without hearing ”due to unusually high call volume...”
There must not be any incentives for companies to provide satisfactory customer service anymore, because problems are routinely dealt with by passing the buck, keeping callers on hold interminably, or forcing people through voice-recognition menus until you are practically screaming ”just give me a human being!”
Of course customers are going to be rude by the time they finally reach a call center employee. No wonder they burn out from our calls.
Ironically, if companies simply made more humans available on the phone, and gave those employees decent incentives, such as bonuses for good service, they would find many more happy customers. More happy customers equals less stress on the call center employees, more repeat business, less employee turnover, and a more profitable business.
Instead, it’s a race to the bottom to see who can treat customers with the most disdain.