Compared to their peers, call center workers scored significantly higher on tests designed to measure stress. Why is that?
Turns out there are a number of negative factors at work contributing to increased stress levels amongst agents, resulting in burnout and alarming turnover rates. Besides the significant cost implications this trend has for your business, a greater issue lies in how this trend negatively impacts your customers’ overall experience and your ability to continue to retain these customers as a result.
Discover what negative factors are at work in a heightened stress environment for your agents. Learn what concrete steps you can take to eliminate those factors to create a positive and enriching work environment for your agents, resulting in a far better experience for your customers and greater overall customer retention.