How to Avoid Burnout in Call Center Agents

Working in a call center can be challenging. It’s a fast-paced job that involves sitting, talking, and listening for long periods, and the person on the other end of the phone isn’t always in the best mood. If you’re feeling chronically stressed, you might be experiencing call center agent burnout. Here’s what to look for – and how to avoid it.

Know The Signs.

We all know when we’re stressing out, but we’re conditioned to keep pushing through. Unfortunately, this only makes burnout more likely. If you’re feeling stressed, anxious, tired, disconnected, or uninterested in your work, you might be burning out.

Look After Your Body.

Sitting at a desk and talking on the phone all day can negatively impact your health. Look out for shoulder tension, eyestrain, or strain on your vocal cords. Stretch regularly, take “eye breaks” by looking at a focal point in the distance, and drink water regularly to protect your voice.

Take a Pause.

If call volume or an upset caller is overwhelming, take a deep breath and practice mindfulness. If you are an independent contractor, plan scheduled breaks when selecting your shifts. If you are an employee, take breaks as scheduled to maintain service levels and avoid overloading others.

Take a Walk.

Going for a stroll is a great way to reconnect with your mental health. Commit to regular walks around the block – or even on a treadmill – and you’ll find that you feel a lot better physically and mentally.

Find a Healthy Outlet.

Are you taking work home with you? Consider taking up a new hobby like exercise, jigsaw puzzles, knitting, or cooking. This will give you something to look forward to at the end of a long day and will help you focus on something other than work.

Set Strong Boundaries.

Boundaries are essential in call centers. You need to bring your best self to your work – but you don’t need to bring your whole self. Similarly, when you sign out, make sure you’re completely off the clock. Avoid letting negative interactions or comments come back to stress you out. If you work from home, make sure you can “leave” your office space at the end of the night – this will help you reinforce your boundaries.

Celebrate Your Achievements.

It’s easy to focus on the negatives. Instead, track your “wins” and celebrate them. Did you solve a challenging problem? Receive great feedback from a caller? Take a higher-than-average volume of calls. Whatever the case, celebrate your achievements throughout your shift.

Build Your Support Networks.

You’re not alone – even if you’re working from home. Talk to your colleagues about their techniques and advice for avoiding burnout. Talking about your days can be a great way to build rapport and know that you’re not alone. Outside of work, don’t forget to spend time with friends and family!

Talk to Your Manager.

Struggling to stave off burnout? Talk to your manager for tips and ideas. They’ve seen it all and will know the best ways to make sure you can keep delivering your best without putting yourself at risk of chronic stress.

Ready to put your burnout-free best foot forward? ACD is always looking for experienced, US-based customer service reps to support our amazing clients! Apply today.