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Call Centre and Telesales Staff Burnout - Conclusions
Chapter 8 of the Telephone Staff Burnout Workbook
Burnout is a recognised syndrome among call centre and telesales staff which often manifests itself gradually.
The symptoms are recognisable and are similar to those seen in staff with personal or health problems. However, burnout seems to occur at predictable times during a telephone agent's career.
The outcome of burnout is a reduction in the quantity and quality of calls, with a subsequent decline in revenue per agent.
Burnout can be delayed or obviated through job swapping, relocation and attention to the working environment.
Taking a longer term approach and develping an employee value chain achieves the greatest payback. This involves creating a job progression path and providing meaningful staff training.
The call centre manager should target him or herself on achieving a containable percentage of staff turnover due to burnout.
