London, UK, Jan 17, 2022 - Workers whose jobs involve talking to customers over the phone are facing burnout after months of being overworked and under-appreciated, according to a new report.
A survey of 750 workers in contact centres and other offices found that half said their workload has increased dramatically since the start of the pandemic.
Almost two-thirds of those surveyed by software firm MaxContact said their company places more importance on customers than employee wellbeing.
Most respondents said they feel under pressure from management to deliver quantity over quality when it comes to interactions with clients.
Almost three out of four workers said they are "burnt out" or will be soon, rising to 83% of those based in contact centres.
The industry could be facing a similar staff crisis to the HGV driver shortage, according to the report.
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Nine out of 10 of those polled said their responsibilities have expanded since the beginning of the pandemic, without a pay rise or promotion.
MaxContact chief executive Ben Booth said: "For those on the phone to customers every day, two years of working alone at the kitchen table, mounting workloads and little interaction with colleagues has taken its toll.
"People are telling us that they’re feeling overworked, under-supported and aren’t hopeful that things are likely to change. Many are considering leaving their job, and even the industry, altogether.
"We need to make a change and fix the balance between customer satisfaction levels and investment in staff wellbeing."
Posted by Veronica Silva Cusi, news correspondent
Built from the ground up by industry professionals, MaxContact is a contact centre provider with a range of integrated solutions including intelligent routing, business analytics, inbound, outbound, configuration, IVR automation, quality call recording , speech analytics, scripting and workforce management.
Published: Tuesday, January 18, 2022
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