11 Easy Ways to Address Agent Burnout

“I’m done, feeling totally burned out!”

Have you heard this statement before?

If yes, continue reading.

Have you heard any of the below from your team members?

• I’m fried.
• I don’t care anymore.
• I think I need some time off.
• I’m bored.
• Can I try something else?
• I’m not feeling it anymore.
• This is overwhelming.
• What’s the point?

These are just some of the statements that agents who experience job burnout think and speak.

While writing this article, I asked some frontline agents directly, “Why do agents feel burned out”?

Here’s what they said:

• Customer expectations have changed. Everyone seems a lot more demanding.
• The irate customers are getting to me.
• I’m scared of making a mistake as the rules keep changing.
• People have become less accepting and ruder.
• High expectations from QA and aggressive KPI’s.
• Mental stress and fatigue.
• My body hurts because of lack of movement.
• Lack of positive feedback or open communication. We are always micromanaged.
• Ineffective training and coaching.
• Not enough empowerment. Treated like kids and not able to make any tough decisions to help the customers.
• Lack of connection with the outcome of the company
• Change in working conditions (from remote to forced being onsite).
• Toxic work culture.

As a leader, it’s important to reflect on what you can do to support your team members who might be feeling this way. Here are a few ways you can prevent agent burnout.

11 Ways to Prevent Agent Burnout

1. Communicate, communicate, communicate!
2. Subsidize healthy food options in the cafeteria
3. Take care of physical and mental well-being. Prioritize physical activity and mental breaks. Maybe start a “No Zoom Fridays” policy.
4. Set reasonable metrics and expectations. Don’t make the KPIs so unreachable that people feel like they’re failing.
5. Attach team give-back purposes.
6. Set a clear purpose to an agent’s role.
7. Provide flex work schedules to ensure work-life-balance and hybrid workplaces.
8. Recognize milestones and show genuine appreciation.
9. Check in with your staff early and often.
10. Give balanced feedback (positive and corrective together). Address growth opportunities within.
11. Listen, listen, listen!

I hope you’re able to apply some of these solutions within your workplace to help create an environment of highly engaged, motivated team members.