The Social Science That Explains Namibia Phone Number Customer Service Attrition Rates

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High customer service attrition rates can sink an otherwise Namibia Phone Number promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards. Understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Step one Namibia Phone number should be straightforward. Representatives should take thorough notes so any transfers or follow-up conversations can avoid repetition.

Fighting Back Namibia Phone Number Boredom

Contrary to popular belief, boredom Namibia Phone Number is not caused by a lack of things to do. This all-too-prevalent mental state occurs when none of the things a person can realistically do appeal to them. Outside of work, we might feel bored while sitting through a children’s piano recital — when listening to disjointed chords or discreetly checking your email no longer stimulates the brain. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. The promise of rewards and upward mobility within the organization will instill Namibia Phone Number personal meaning into support agents’ work. But boredom isn’t just a symptom, it’s also a mental reflex to tasks we find difficult. If a support representative doesn’t have the requisite knowledge or experience to answer customers’ inquiries, it leads to mental fatigue and self-doubt.

Addressing Social Namibia Phone Number Exhaustion

Customer support is, at its very core Namibia Phone Number, about human interaction. Each inquiry represents a conversation that requires social tact, empathy, and critical thinking. From a social and emotional perspective, these conversations can quickly add up. It’s usually the hardest working employees who feel this burden the most.  A 2004 study found a correlation between employee conscientiousness (i.e. how committed an employee is to their position) and the effect to which emotional stress impacted work. Essentially, agents who value their positions and take pride in their jobs work slower and make fewer calls when emotional stress builds-up. Ironically, the main culprit behind emotional burnout amongst support agents might be a lack of genuine emotion.

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