It's common that management can feel disconnected from front line employees. Because of this, management can forget the stress and energy required to handle calls and resolve customer issues all day, every day. It's a tough job but someone's got to do it.
As a result, it's important to keep employees satisfied in order to maintain low turnover and customer service quality high.
Always be on the lookout
But before employees come asking for help or telling you they won't be continuing any longer, keep your eyes open for signs of burnout symptoms within your office before they even approach you. Instead, be the first to approach them.
Be in touch with staff and make sure that motivation levels are maintained. If you spot someone who looks like they need a boost or has had a sudden drop in performance or morale, reach out and see what you can do to help that person.
It is important to spot and correct signs of burnouts before they become a full-grown problem.
Employee burnout not only affects your company performance but can cause some real damage to your employees. Staff who experience burnout can suffer from anxiety, depression and severe and chronic health conditions. It's something we probably wouldn't even wish for our worst enemy!
So avoid bad vibes and keep your call center employees in tip top shape, here are a few tips to avoid employee burnout and stop signs of burnout in their tracks.
Give employees flexibility
There is nothing more demotivating than for a person to not feel in control of their lives. Employees are grown-ups and should be able to take their own decisions when it comes to choosing their work schedule, vacation days, and appropriate workload. Each person is different and only they know what fits them best.
By giving employees the choice to manage their time and work, they can handle their work-life balance their way they see fit. By empowering staff to be in control of their time management, you're guaranteed to have more fulfilled and productive employees.
Set a friendly environment
A huge percentage of our lives is spent at work, therefore, we should try to make it as pleasant as possible don't you think? The workplace should be a safe environment where people can collaborate, be productive, and even make friends. Create an environment that people feel comfortable in and that is pleasant to come to every morning.
Do not tolerate bullying or harassment and I have the right procedures in place if such issues arise.
Be on the same page with your employees
When hiring, hire people who you think would be a good fit in your call center, not just the first person for the job.
- Are your values aligned?
- Do they understand the company's goals?
- Will you accommodate any specific needs or requirements the employee might have?
What about job expectations? Is it clear to your employees what you expect of them? But even more important, are the expectations attainable and there is a clear path to how to go about achieving it?
Being clear and straightforward from the start avoids misunderstanding and disappointment further down the line.
The most important is to be able to spot and stop burnout symptoms before they get worse and attack the employee's mental and physical health.
Have you ever dealt with employee burnout? If so, how did you handle the situation? Share your experience with us in the comment box below!