Broken Processes and Other Departments Cause Stress to Advisors


Using information from our poll, we can see that broken processes and other departments are the greatest causes of stress amongst contact centre advisors, receiving 37% of the vote.

These causes were followed closely by job demands / complexity, an answer that was selected by 35% of participants.

Poll – “What is the biggest cause of stress for contact centre advisors?” – answers

Broken processes/ other departments – 37%
Job demands/ complexity – 35%
High contact volumes – 12%
Unhappy customers – 12%
Tools that are confusing or difficult to use – 5%

Source: Call Centre Helper Webinar Poll – Building a Positive Culture in the Contact Centre     Sample size – 89      Date: May 2016

These are similar findings from another poll we ran on broken processes, with 29% of calls being a result of failures in other departments.

To find out what the most common broken processes are, have a read of this article, and to find out how to tackle the problem of broken processes read Top Tips for Broken Processes and 8 Things to Remember when Changing a Contact Centre Process.

Author: Megan Jones

Published On: 15th Jun 2016 - Last modified: 23rd Sep 2019
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