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Preventing Call Center Agent Burnout

Brian Keep, Ytel |  
Agent burnout is a hot topic in call centers because it happens often and can be difficult to combat; taking preventative measures to ensure your agents feel challenged, appreciated and successful is key to avoiding burnout. Read on for more tips to prevent agent burnout! 

Agent burnout is a hot topic in call centers because it happens often and can be difficult to combat; taking preventative measures to ensure your agents feel challenged, appreciated and successful is key to avoiding burnout.

Relax on the scripts 

Balancing the use of scripts with original, candid conversation is a simple way to encourage your agents to grow and learn new things, while still remaining within the guidelines of your business. Scripts often make agents feel robotic and like they can't have a genuine conversation... don't put your employees in that box.

Emphasize call quality 


Rather than cost per call or quantity of calls, emphasize the importance of quality instead. This will allow your team to focus on asking the right questions and providing a higher quality service rather than just trying to turn and burn X number of calls each hour or day. 

Set Clear Expectations 

With a lack of clarity on day to day tasks, quarterly goals and overall performance, it becomes easy for agents to experience burnout if they don't know what they're doing wrong. Sit down and discuss their goals and what you expect from them so they know what they should be achieving. 

Offer New Responsibilities 

As agents prove themselves and voice interest in taking on more, offer up new responsibilities that will keep them challenged. A huge contributor to burnout is doing the same thing day in and day out, and new tasks is a simple way to combat that. 

Is your business experiencing high agent churn? Check out this post for ways to reduce churn and maintain happy employees. 

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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