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83% of Contact Centre Workers Facing Imminent Burnout

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ontact calls on the industry to make 2022 the year of the agent and rebalance employee wellbeing with customer satisfaction.
Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression.
That’s according to a new study, Customer Engagement Burnout, released today by customer engagement software specialists MaxContact, which surveyed 750 UK workers in customer-facing roles, including contact centre agents and those whose jobs regularly involve talking to customers over the phone.
Customer engagement workers play a vital role in the UK economy. The contact centre industry employs over 800,000 people, with millions more working in other roles talking to customers regularly on the phone, for example box office staff or sales professionals.
However, 72% of these workers say they are ‘burnt out’ or will be burnt out imminently, rising to 83% of those working in contact centres. As a result, the industry could be facing a similar talent crisis to the 2021 HGV driver shortage. Nearly half (49%) said they dislike their job and would be looking to move in the near future, rising to 62% of contact centre workers.
The reasons for this burnout are clear:
- 52% say their workload has increased dramatically since the beginning of the pandemic, and 43% are faced with long working hours
- 88% say the responsibilities within their existing role have expanded since the beginning of the pandemic, without a pay rise or promotion.
- On average, staff have taken on between one- and two-people’s work in addition to their own, with 10% even stretched to the capacity of three or more people.
For more information about MaxContact - visit the MaxContact Website
Author: MaxContact
Published On: 17th Jan 2022 - Last modified: 19th Jan 2022
Read more about - Industry News, MaxContact