Top 8 Reasons For Call Center Agents Burnout

 Reasons For Call Center Agents Burnout

The role of a call center agent can be challenging and demanding, with numerous customer inquiries, complaints, and requests to handle daily. Unfortunately, the constant pressure and workload can lead to burnout, causing intense emotional, mental, and physical exhaustion. This situation not only impacts the agent's well-being but also affects the overall customer experience.

Gallup's research shows that burnt-out employees are less confident in their performance and take more sick days, resulting in a loss of opportunities and an estimated $20 million cost for every 10,000 struggling workers. These statistics highlight the critical need to identify and prevent the causes of call center agent burnout, leading to positive outcomes for both agents and businesses.

In this blog, we will understand the reasons for burnout and provide solutions to help mitigate its impact.

How burnout affects call center employees?

Agent burnout in the call center can have a significant effect on business operations. The following are some effects of burnout in the workplace that can lead to decreased job satisfaction, decreased employee commitment, and increased employee turnover:

  • Job withdrawal
  • Lower productivity
  • Disrupts coworkers' job tasks

Top 8 Reasons for Call Center Agent Burnout

Reason 1: Lack of company focus on customers

Dealing with impolite customers is one of the most difficult problems that contact center operators encounter. It's tough to remain happy and productive when confronted with a nasty language and unpleasant conduct from customers. Call center employees may overcome this difficulty and keep a calm attitude by identifying it and establishing ways to manage client interactions.

A positive outlook may assist agents to enhance the customer experience and forge stronger bonds with customers, despite the fact that it is not an easy job. Thus, it's critical to provide agents with the education and assistance they need to deal with irate customers. The appropriate strategy may help agents change bad encounters into positive ones, which will boost their work satisfaction and general well-being.

Reason 2: Lack of team support

36% of call center agents at severe burnout risk do not believe their colleagues provide proper support, leading to increased workload and job dissatisfaction. Companies must promote teamwork, collaboration, and knowledge sharing among agents to reduce burnout. Training and support can create a supportive work environment where agents feel encouraged and empowered to deliver excellent customer service.

Reason 3: Lack of empowerment

One of the significant reasons for call center agent burnout is the lack of empowerment. According to recent research, 41% of agents at severe risk of burnout do not feel empowered, leading to job dissatisfaction and a sense of helplessness. Agents may experience disengagement and lack of commitment as a result, which might lower productivity and result in poor customer service.

Companies need to empower their agents by giving them the resources, tools like call center scripting software or knowledge management systems, and authority to make customer-focused choices. Empowered agents take ownership and pride in their profession, leading to higher job satisfaction and better customer service. Companies may prevent burnout and enhance customer service by empowering their employees.

Reason 4: High emotional labor

74% of call center agents risk burnout due to the high emotional labor involved in regulating emotions to meet customer demands. This can lead to emotional exhaustion, stress, and reduced job satisfaction.

To prevent burnout, companies must acknowledge the job's emotional demands, provide agents with emotional support, such as counseling, and give them the autonomy to take breaks when needed.

By reducing the emotional labor of agents, companies can improve their well-being and provide better customer service. Investing in training programs to help agents manage their emotions and reduce stress can also promote a healthier work environment and prevent burnout.

Reason 5: Mental health issues

The nature of call center work can lead to high levels of stress and anxiety among agents.

Companies must prioritize their agents' well-being by offering mental health resources and support to reduce burnout and promote better mental health. Consider providing counseling services, wellness programs, and regular check-ins to monitor employee mental health.

Companies can lower the risk of burnout, boost job satisfaction, and improve overall customer service quality. They just need to build a supportive work environment that values their employees' mental and emotional well-being.

Reason 6: Verbal abuse

Verbal abuse is a serious issue in contact centers, and it may lead to agent burnout. A real-time statistic reveals that 79% of contact center operators have experienced verbal abuse. Thus, leading to emotions of frustration and powerlessness.

Companies must handle verbal abuse to eliminate burnout and establish a healthy work environment. This might involve training agents to manage tough situations, creating clear boundaries for appropriate conduct, and disciplining abusive agents. Companies may build a secure and courteous atmosphere that appreciates its agents. Aim to foster exceptional customer service by implementing a zero-tolerance policy for verbal abuse.

Reason 7: Increased handle time

The average handle time for call center agents has increased significantly in recent years, contributing to burnout among agents. A recent stat shows that the average handle time has increased by 44%. Thereby, putting additional pressure on agents to handle more calls in less time.

To reduce the risk of burnout, companies must provide agents with the necessary resources and tools. This allows employees to handle their workload efficiently. Consider implementing call routing software to match agents with appropriate calls, reducing call volumes through self-service options, and investing in training programs to improve agent efficiency.

By reducing handle times and improving agent efficiency, companies can create a more manageable workload for their agents. Thus, reducing the risk of burnout and improving overall job satisfaction.

Reason 8: Musculoskeletal issues

Musculoskeletal issues are a common problem among call center agents. This often contributes to burnout and reduced job satisfaction. A recent stat shows that 69% of call center workers report experiencing musculoskeletal issues related to their work.

To address this issue, companies must provide ergonomic workstations, equipment, and furniture that are designed to reduce the risk of musculoskeletal issues. Regular breaks, stretching exercises, and wellness programs can also help agents manage pain and discomfort. By promoting a healthy and safe work environment, companies can reduce the risk of burnout. Thus, promote better job satisfaction among their agents.


Call center agent burnout is a significant problem. It can lead to reduced job satisfaction, decreased productivity, and poor customer service. Companies need to prioritize the well-being of their agents by providing resources, support, and training to reduce burnout. This also helps promote better mental and emotional health.

This blog explored the top eight reasons for call center agent burnout, including high emotional labor, lack of team support, and musculoskeletal issues. Companies that recognize the complexities of the job will see better results in reducing burnout. Thus, promoting employee well-being, and improving the customer experience.

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