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Here's how you can help your call center team members experiencing burnout.

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Call center work can be incredibly demanding, leading to employee burnout—a state of physical, emotional, and mental exhaustion caused by excessive and prolonged stress. As someone in charge of call center administration, it's essential to recognize the signs of burnout and take proactive steps to support your team. Burnout not only affects individual well-being but also impacts productivity and the overall success of your call center. By implementing strategies to alleviate stress and promote a healthy work environment, you can help your team members stay engaged and motivated, ensuring the long-term sustainability of your operations.

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Daniel Allen

Supporting members of the National Residential Landlords Association.

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Richard Shutes

Vice President of Inform Florida |Co-Chair of the 211 National Steering Committee| 211 & 988 Subject Matter Expert|…
Seam Quach

Conseillère en planification, Relation avec les citoyens et développement économique, Arrondissement…

1 Recognize Signs

The first step in helping your team is to recognize the signs of burnout. These can include a noticeable drop in performance, increased absenteeism, or a negative change in attitude towards work. You'll want to keep an eye out for team members who seem overly fatigued, irritable, or disengaged. It's important to approach this with empathy and understanding, as acknowledging the issue is the first step toward finding a solution. By staying alert to these warning signals, you can intervene early and prevent burnout from worsening.

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Daniel Allen

Supporting members of the National Residential Landlords Association.
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Contact centres can be highly stressful environments; and often can be very demanding for sustained periods of time. The industry attracts people who are prepared to put in high effort, contribute time and be very dedicated - this makes burnout not only a risk, but a likelihood. My advice is 'normalise' conversations around burnout; mental health still sometimes has a stigma and the easiest way to normalise is to be open and share your own experience and 'coping' mechanisms. Discussing logging off at a reasonable time, taking time for self-care and prioritising family and friends will encourage others to take the same approach - show your team the way by being the change you want to see.

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Richard Shutes

Vice President of Inform Florida |Co-Chair of the 211 National Steering Committee| 211 & 988 Subject Matter Expert| Public Speaker| Mental Health Advocate| Partnerships
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If you know the term burnout, you may already know the signs in general. Do you know what that looks like for each individual on your team thought? Learn your team and identify what that looks like for them. By understanding what things look like across your team you can identify a plan to prevent burnout in the first place and set tools to help combat those frustrations in the first place.

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deimant? piraityt?

data | visuals | stories&marketing
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With such an intense pace and different type of clients all the time it is very common for people to get lost into thinking they are just an answering machine. I would say the key to this is to prioritize scheduled 1 on 1 no matter the client flow and to show to a person that their development and time is just as important and should be recognized. Do not let your colleagues to use their breaks only for zoning out - interact.

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Seam Quach

Conseillère en planification, Relation avec les citoyens et développement économique, Arrondissement Rosemont-Petite-Patrie
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Pour bien reconna?tre les signes d'épuisements professionnels, il faut tout d'abord bien conna?tre les membres de nos équipes. De ce fait, il est plus simple de remarquer et identifier les changements de comportements et se mettre en mode écoute pour valider, suivre les signes et se mettre en mode solutions, s'il y a lieu.

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2 Open Dialogue

Creating an open dialogue about stress and burnout in your call center is crucial. Encourage your team members to express their concerns and feelings without fear of judgment or reprisal. This can be achieved through regular one-on-one check-ins or anonymous feedback mechanisms. When your team feels heard and understood, they're more likely to contribute to a supportive work environment. Moreover, this open communication can provide you with valuable insights into the root causes of burnout, allowing you to address them effectively.

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Seam Quach

Conseillère en planification, Relation avec les citoyens et développement économique, Arrondissement Rosemont-Petite-Patrie
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Il est en effet important de créer des moments pour permettre et préconiser l'observation et la discussion. Aussi, en se mettant nous même en moments de vulnérabilité et d'authenticité où nous partageons aux membres de nos équipes, nos propres émotions, nous contribuons à favoriser le dialogue ouvert.

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3 Flexible Scheduling

Consider implementing flexible scheduling options to help team members manage their work-life balance better. This could involve allowing for shift swaps, offering remote work opportunities, or even adjusting start and end times to accommodate personal commitments. Flexibility in scheduling can significantly reduce stress levels and prevent burnout by giving employees more control over their time. Remember, a more balanced life outside of work leads to more productive and happier employees on the job.

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4 Skill Development

Investing in your team's professional development can also combat burnout. Providing training and growth opportunities not only keeps the work interesting but also helps team members feel valued and invested in their careers. This might include cross-training in different areas of the call center or offering courses on stress management and resilience. By fostering a culture of learning and development, you help your team build confidence and a sense of progress, which are antidotes to stagnation and burnout.

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Jonathan Aurelius Seraspi

Experienced Operations Manager | Expert in Sales Growth, Program Launches, and Remote Management | Client Services | Project Management | 20+ Years Experience
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I believe one of the best ways for a team member to overcome burn out is to have productivity hacks in their back pockets. Google productivity hacks and you come up with tens of thousands of articles. Choosing 1-3 of these and implementing them to your team would greatly help them fight the feeling of burnout. This also frees them up for much needed time for the things they value (whether time for family, running errands and chores, caring for a sick loved one, etc.). Remember, we can never manage time, we can only manage the tasks that we do in that time.

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5 Wellness Programs

Wellness programs that focus on physical and mental health can be a game-changer in managing burnout. Initiatives like fitness classes, meditation sessions, or access to counseling services demonstrate your commitment to your team's well-being. These programs not only help individuals cope with stress but also create a healthier, more positive workplace atmosphere. When employees feel cared for, their loyalty and satisfaction with their job increase, which in turn can reduce turnover rates.

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6 Supportive Culture

Lastly, fostering a supportive culture within your call center is essential for preventing burnout. This involves promoting teamwork, recognizing achievements, and creating an environment where everyone feels valued. Celebrate successes, no matter how small, and ensure that there's a system in place for peers to support each other during challenging times. A culture that prioritizes the well-being of its members encourages a sense of belonging and community, which is vital for combating the isolating effects of burnout.

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Anthony Guanio, MBA, CLSSBB, SCAA

Chief Operating Officer at BPO Sales Group, Technocrat, Mensan and Published Author | ENTJ |
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It has to be a safe space. If not you'd just have burnout combined with Silent Quiting. Everyone knows their Job and wants to do well. Good Leaders understand limits and work with thier team to deliver. More than direction More than purpose Take care of your Team and they will move heaven and earth to deliver.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Andrea Morgan

Authorizations Specialist at EMSI
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I believe a lot stress comes from management as well, as much as I understand consistency, too much script takes away any possible empowerment given to call center staff. Most often callers are angry because they have an issue (or otherwise they probably would not call) they just fought through the horrors of IVR and do not want to talk to another "robot". Allow employees to be themselves, within reason. Empower them to make things right for the customer, too often they are so scripted that any apology comes across fake and insincere getting callers even more aggressive.

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Here's how you can help your call center team members experiencing burnout.

1

2

3

4

5

6

7

1 Recognize Signs

2 Open Dialogue

3 Flexible Scheduling

4 Skill Development

5 Wellness Programs

6 Supportive Culture

7 Here’s what else to consider

Call Center Administration

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Here's how you can help your call center team members experiencing burnout.

1

2

3

4

5

6

7

1 Recognize Signs

2 Open Dialogue

3 Flexible Scheduling

4 Skill Development

5 Wellness Programs

6 Supportive Culture

7 Here’s what else to consider

Call Center Administration

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