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.