Survey: What Causes Contact Center Agent Burnout?

Burnout is a big issue in contact centers.

It can hurt customer service, decrease employee engagement, and increase turnover. Once burnout sets in, it can be hard to turn things around.

That's why I'm doing a survey to find out some of the leading causes. The survey is focused specifically on contact center agents, rather than burnout in general.

I'll be sharing some of the results here in July and at the Contact Center Demo & Conference in October.

If you work in a contact center, I'd like to entice you to participate. There are prizes (more on that in a moment) and an opportunity to benchmark your contact center against others.

What is Burnout?

There's a great definition from Dr. Sherrie Bourg Carter on Psychology Today:

Burnout is a state of chronic stress that leads to:

  • Physical and emotional exhaustion
  • Cynicism and detachment
  • Feelings of ineffectiveness and a lack of accomplishment

Psychologist Shauna Geraghty gives a nice overview on the Talkdesk blog of some of the ways burnout can specifically impact contact center agents. Here are just a few:

  • Absenteeism
  • Decreased adherence
  • Drop in productivity


The Survey

It's open now through May 31, 2016. 

It consists of two parts. The first part is a fifteen question burnout self-assessment. The second part is a fifteen question inventory that seeks to identify the factors most closely related to burnout in contact centers.

Participants have the option of entering into a random drawing for one of three prizes:

  • First Prize: $100 Amazon E-Gift Card
  • Second Prize: $50 Amazon E-Gift Card
  • Third Prize: $25 Starbucks E-Gift Card

Benchmark your contact center! Contact center leaders -- I can benchmark your contact center against the rest of the study to see where you stack up. Please contact me for more information.

I've also created this webpage where you can access more information and resources about burnout.