What is call center burnout? 11 tips to prevent it

What is a call center burnout?

Call center burnout is a state of physical, emotional, and mental exhaustion caused by prolonged stress in the workplace. It happens through several symptoms, including emotional exhaustion, depersonalization, and reduced personal accomplishments. Emotional exhaustion leaves employees feeling energy drained and overwhelmed. Depersonalization makes them detached towards customers, leading to poor customer interactions. Reduced personal accomplishment causes employees to feel ineffective and unproductive, which affects their motivation. 

Understanding burnouts is important for both employee well-being and business performance. When customer service teams experience a burnout, it affects their health and job satisfaction, leading to higher turnover rates. Additionally, burnouts can result in decreased customer satisfaction, as stressed employees are less capable of providing good customer support. By recognizing and addressing burnouts, managers can maintain a motivated team and ensure the best customer support. 

How can call center burnouts impact your business?

Call center burnouts can have significant negative impacts on a company. One major risk and possible consequence is low Customer Satisfaction (CSAT) scores. When customer service employees are burnt out, they are less likely to provide quality support, leading to unhappy customers and lower CSAT scores. These unhappy customers eventually lead to lost revenue, as customers may choose to take their business elsewhere. 

Moreover, when employees experience burnouts they are less productive and effective, and in the worst case scenario are not able to work anymore. This forces customer support teams to hire new personnel or help smaller amounts of customers. Bottom line burnouts increase operational costs and make customer support teams more expensive to maintain. 

Another issue is burnouts, leading to higher turnover rates and former employees sharing their negative experiences, which can harm the company’s reputation and ability to hire new employees. Additionally, burnt-out employees are more likely to make errors and handle escalations poorly. This can further frustrate customers and damage the company's credibility.

Recent research from Boston Consulting Group shows that call center turnover rates are alarmingly high. Globally, the average turnover rate in call centers is around 30-45%, with some regions experiencing even higher rates.

Addressing call center burnouts is crucial when aiming to maintain a positive work environment, ensuring high customer satisfaction, and protecting the company’s reputation and revenue.

What causes call center burnout? 10 reasons

Call center burnouts don't happen overnight. Several factors contribute to this issue, affecting both individual employees and the overall customer support team. Understanding these causes can help create a healthier work environment for customer service employees and teams. Read on to learn more about each of these risk factors and how they can impact customer service teams. 

1. Long hours

Long working hours are a significant contributor to physical and mental fatigue in call centers. Employees who work long shifts often experience increased stress, exhaustion, and a decline in their overall health. This fatigue negatively affects their work performance, leading to mistakes, and a higher chance of experiencing a burnout. 

2. Overworking

Overwork in call centers could for example mean being available 24/7, leaving little room for rest and recovery. This constant demand can lead to burnout and reduced job satisfaction, as employees struggle to maintain a healthy work-life balance. The lack of downtime prevents them from recharging, resulting in increased stress and decreased motivation.

3. Overload and pressure

Call center employees face constant pressure to meet targets and handle high call volumes. Additionally, they need to manage numerous messages that are similar and unchallenging. This relentless pressure can lead to significant stress and burnouts, as employees feel overwhelmed by the demands placed on them.

4. High call volumes

High daily call volumes are a common challenge in call centers. Handling a large number of calls each day can be stressful and mentally tiring. This constant demand can lead to fatigue, reducing the quality of customer interactions and increasing the risk of burnout among employees.

5. Frustrated customers

Dealing with frustrated or angry customers is emotionally draining for call center employees. The exposure to negative interactions can take a toll on their emotional well-being, contributing to burnout. This returning emotional strain can make it hard for employees to remain empathetic and effective in their roles.

6. Micromanaging

Micromanagement involves closely monitoring employees and controlling their work processes. This constant oversight can create a stressful environment, as employees feel watched and undervalued. The lack of autonomy and trust can lead to increased stress and a sense of helplessness, contributing to burnout.

7. Monotonous work

Monotonous work and repetitive, scripted interactions can lead to a lack of variety and creativity in call center roles. The lack of a challenge and engagement can result in employees feeling bored and disconnected from their work, which can ultimately lead to burnout.

8. Not the right tools

When employees struggle with inadequate tools, it can cause frustration and stress, making their jobs more difficult than necessary. This ongoing challenge can contribute to burnout, as employees feel unsupported and unable to perform effectively.

9. Lack of support

A lack of support and positive feedback from management and colleagues can leave employees feeling unmotivated and undervalued. When call center agents do not receive the encouragement and assistance, it will affect their well-being. 

10. Work-life balance issues

Maintaining work-life balance in call centers is particularly challenging, especially in the post-COVID era. The blurred lines between work and personal life can lead to employees feeling constantly “on,” contributing to stress and eventually a burnout. 

These are the signs of a burnout

Understanding and recognizing the signs of a burnout is crucial for maintaining a healthy and productive work environment. Early detection can help prevent more serious consequences for employees and for the company. 

Understanding the individual situations of employees is crucial in preventing burnouts. Personal circumstances can significantly impact mental health and job performance. In fact, private situations account for about 40% of burnout cases. Stressors like family issues, financial problems, or health concerns can compound work-related pressures, leading to burnout. By acknowledging and addressing the personal lives of employees, companies can stimulate a supportive environment. This not only helps in reducing burnouts but also promotes overall employee well-being and productivity.

Here are some key signs of a possible burnout:

• Fatigue and work avoidance: Employees may feel constantly tired and start avoiding work tasks, showing a clear lack of energy and enthusiasm.

• Hopelessness and irritability: Burnout can lead to feelings of hopelessness and increased irritability, making employees more likely to experience mood swings and frustration. 

• Declining performance: Noticeable drops in work quality and productivity are common, as burnouts affect the ability of employees to concentrate and perform tasks effectively.

• Increased irritability or negativity: Burnout can cause employees to become more negative and irritable, affecting their interactions with colleagues and customers.

• Absenteeism: Frequent absences from work can indicate that employees are struggling with burnout and are taking time off to avoid further energy draining tasks. 

• Decreased motivation: A lack of motivation and drive is a clear sign of burnout, with employees showing little interest in their work.

• Disconnection with work and colleagues: Burnt-out employees often feel disconnected from their tasks and their coworkers.

• Poor employee health: Physical symptoms such as headaches, digestive issues, and sleep problems can result from chronic stress and burnout.

Recognizing these signs early allows for timely intervention. This helps reduce customer service costs and maintain high levels of customer and employee satisfaction.  

How to prevent employee burnouts as a manager? 11 tips

Preventing employee burnouts is crucial for ensuring a happy and efficient customer support team. A manager can take several proactive steps to support employees and maintain a healthy work environment. In the sections below, key strategies are discussed such as encouraging regular breaks, offering flexible schedules, providing necessary resources, and fostering open communication. These tips can help reduce stress, enhance job satisfaction, and improve both employee well-being and business performance. 

1. Know the signs before the burnout

Knowing the signs of a burnout is essential for both managers and employees. By recognizing these early signs, action can be taken to prevent a burnout from escalating into a more serious issue. Training managers and staff in order to recognize symptoms and take precautions for preventing burnouts can be very valuable. 

When managers and employees can spot the signs early, they can implement strategies to reduce stress and support affected employees. This proactive approach helps maintain a healthy work environment, boosts employee morale, and ensures that customer service remains high quality. By prioritizing burnout awareness, employees will be increasingly productive and enjoy working in the customer support teams.

2. Invest in agent-assist technology

AI-powered tools can significantly help employees streamline their tasks, reducing workload and improving overall efficiency. Here are some AI-powered tools that can help reduce the pressure from employees: 

• Automating repetitive tasks: AI can handle routine tasks such as data entry, updating customer information, and processing simple requests, freeing up agents to focus on more challenging complex issues.

• Voicebots for initial inquiries: AI-driven voicebots can manage initial customer interactions, answering common questions and directing customers to the appropriate resources or agents. This reduces the volume of customer calls that agents need to handle directly.

• Predictive analytics: AI can analyze customer data to predict issues before they arise, allowing agents to proactively address potential problems and improve customer satisfaction.

• Sentiment analysis: AI tools can assess customer sentiment in real-time, providing agents with insights into customer emotions and helping them tailor their responses to improve interactions. This also provides opportunities for team leads to check in when the AI recognises negative emotions, this way employee conversations can be reflected upon. 

• Knowledge management: AI can help manage and retrieve information quickly, providing agents with the resources they need to resolve issues efficiently.

Tips for smooth integration:

1. Start small: Begin by integrating AI tools into specific areas where they can have the most immediate impact, such as handling simple customer inquiries or automating repetitive tasks.

2. Training and support: Provide training for employees to ensure they understand how to use the AI tools effectively. Ongoing support and resources can help ease the transition.

3. Gradual implementation: Introduce AI technologies gradually in order to allow employees to adapt and provide feedback. 

4. Monitor performance: Regularly assess the performance of AI tools to ensure they are meeting the business goals. Use metrics such as response time, customer satisfaction, and agent productivity to evaluate their effectiveness.

5. Encourage collaboration: Stimulate an environment where agents can share their experiences using AI tools. This can help build a supportive community and enhance overall efficiency.

By leveraging AI-powered tools, the workload can be reduced, resulting in enhanced efficiency, and ultimately higher customer satisfaction. Integrating these technologies thoughtfully and strategically will ensure a smooth transition and long-term success.

3. Encourage regular breaks

Implementing a policy that requires regular breaks is important for the physical and mental well-being of employees. Taking breaks reduces stress, improves focus, and boosts energy levels. This approach ensures customer support teams remain motivated, productive, and able to provide excellent customer service.

4. Promote workplace wellness

Introducing workplace wellness programs can enhance the overall well-being of customer support teams. These programs, which may include fitness challenges and nutrition workshops, promote a healthier lifestyle and reduce stress. By supporting physical and mental health, companies show to employees that they are valued and at the same time contribute to their health. This results in a more engaged and productive team, ultimately benefiting both employees and the company.

5. Improve team building

Organizing team-building activities is a great way to promote a positive working environment. Strong teams reduce stress by bringing a sense of support and friendship. They also improve morale by making the workplace more enjoyable and engaging.

Examples of team-building activities include escape room challenges, volunteer projects, team sports, and creative workshops. These activities encourage collaboration, enhance communication, and build trust within the team. As a result, employees feel more connected and motivated, leading to a happier customer support team. 

6. Manage workloads

To avoid overload and prevent burnout, it is important that the workload is realistic. By monitoring tasks and balancing assignments, companies can ensure that none of the team members is overwhelmed. Project management tools can solve and track the problem of high workloads. By using these tools, managers can maintain a balanced workload, keeping the customer support team productive and motivated. Implementing voicebots can offer opportunities to make workloads more manageable. They are able to answer simple questions and handle simple changes or verification. This way, employees have to deal only with the more complex tasks which challenge and motivate them. 

7. Implement remote or hybrid working

Offering flexible working arrangements, such as remote or hybrid models, can improve work-life balance and reduce burnouts. Flexibility allows employees to manage their personal and professional responsibilities more effectively, leading to reduced stress and increased job satisfaction. To manage this effectively, ensure clear communication, provide the necessary resources, and encourage setting boundaries between work and personal time. 

8. Offer personalized coaching

Matching employees with mentors for personal and professional development stimulates growth and job satisfaction by providing guidance and support. In addition, offering ongoing training and development opportunities keeps employees updated on industry trends and prepares them for new challenges. Investing in employees by offering learnings and training boosts morale and increases engagement. Employees will be more skilled and motivated to do their job and contribute to the success of the company. Also, analytics can be used in order to further develop employee skills. For example, when analytics shows several frustrated customers when being helped by a certain employee, it might be beneficial to walk through the interaction together. 

9. Avoid micromanaging 

Avoiding micromanagement is crucial for a culture of trust and autonomy within the team. When employees feel trusted and empowered, they are more likely to take initiative, be creative, and perform at their best. Micromanagement, on the other hand, can lead to increased stress, reduced motivation, and a sense of helplessness. To promote this culture of trust and autonomy, set clear expectations, encourage decision-making, and maintain open lines of communication. This approach creates a positive work environment where employees feel valued and capable, leading to higher job satisfaction and better performance.

10. Clarify roles and expectations

Clearly defining roles and responsibilities is essential for creating a structured and efficient work environment. When employees understand their specific duties, it reduces confusion and ensures that tasks are completed effectively. Providing the necessary resources and maintaining open lines of communication for any relevant problems that could be encountered is also crucial. This approach helps prevent overlap in responsibilities and allows team members to focus on their individual contributions.

11. Ask for feedback regularly

Regular employee satisfaction surveys and one-to-one meetings are excellent ways to gather feedback from the customer support team. These tools provide insights into employee experiences and concerns. Acting on this feedback shows employees that their input is valued and taken seriously. By addressing their concerns and implementing their suggestions, job satisfaction and morale rises. Moreover, it creates a supportive and responsive work environment. This continuous feedback loop encourages open communication, which eventually leads to more engaged and productive teams. 

Prevent customer service burnout with the right solution

Call center burnout is a real issue that can impact employee well-being and business performance. While burnout can always happen, it's essential to recognize the early signs in employees and take action before it escalates. The right tools and strategies are key to preventing burnouts. The best solution combines human alertness and the use of work pressure decreasing AI-applications. An example would be the usage of voicebots to handle simple inquiries and answer FAQs.

Frequently asked questions about call center burnout

What is customer service burnout?

Customer service burnout is the physical, emotional and mental exhaustion caused by prolonged work-related stress. It occurs, for example, when agents continuously deal with high workloads, difficult customers and high-pressure environments. It can lead to reduced productivity, lack of motivation and increased turnover.

How to prevent customer service burnout?

Preventing customer service burnout involves several strategies. It is Important to invest in agent assistance technology and encourage regular breaks. Moreover, promote workplace wellness and improve team spirit with team building activities. Implement remote or hybrid working and offer personal coaching. Avoid micromanaging, clarify roles and expectations, and ask for feedback regularly. Lastly, investing in employee well-being will increase job satisfaction and reduce turnover.