What is the burnout rate for customer service? (2024)

What is the burnout rate for customer service?

Jeff Toister of Toister Performance Solutions and author of The Service Culture Handbook released a 2023 survey of customer service agents that reveals that 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout.

What is the average turnover rate for customer service?

Customer service has long been a high turnover industry. The call center industry in the United States faces an overall average turnover rate of 30-45 percent.

Is customer service the most stressful job?

Put simply, the problem isn't the employees, it's the business. Some jobs are inherently more stressful than others and customer service jobs fall into the “very stressful” category. Customer service agents are often under extreme time pressures, have to deal with complex problems, and often rude customers.

Is customer service representative a stressful job?

If anything, customer service representatives are more likely to experience stress that could lead to burning out. Having to deal with dissatisfied customers and complicated scenarios on a daily basis is a job that is emotionally more grueling than most.

Do call centers have high turnover?

A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Unfortunately, some contact centers end up experiencing more than a 100% attrition rate until the end of the year.

What is the average tenure of a call center employee?

The cost of employee turnover in call centers is the sum of many factors, including finding, interviewing, training and onboarding new employees. The same research shows the average tenure of call center employees as: All: 14.3 months. Sales: 15 months.

Why are customer service jobs so exhausting?

Dealing with difficult or angry customers: Customer service workers often have to handle complaints, problems, and issues from customers who may be frustrated, impatient, or rude. This can affect their emotional and mental health, especially when dealing with abusive or unreasonable customers.

Can you get PTSD from customer service?

Whether you are the customer or the customer service worker – if one person tips over into emotional dysregulation or says something unkind, it's really common for the other person to get “tipped over” too. It's not uncommon that people who work in customer service have themselves lived through trauma.

Why are call center jobs so draining?

Dealing with Angry Customers

Having little time to gauge the situation, call center workers must handle the needs of emotionally demanding customers while being careful not to further upset the individual. Being continually verbally assaulted often leads to experiencing more stress and exhaustion.

What is the highest paid customer service job?

High Paying Customer Service Jobs
  • Customer Support Analyst. ...
  • Service Manager. ...
  • Solutions Specialist. ...
  • Call Center Manager. ...
  • Contact Center Manager. ...
  • Retention Specialist. ...
  • Customer Service Analyst. Salary range: $43,500-$74,000 per year. ...
  • Registered Client Associate. Salary range: $38,500-$73,500 per year.

How do I quit customer service?

Follow these steps to get out of the customer service industry:
  1. Determine your transferrable skills. Many customer service skills transfer to other roles. ...
  2. Explore opportunities in your company. ...
  3. Reassess your interests. ...
  4. Earn new qualifications. ...
  5. Work your way up. ...
  6. Begin networking. ...
  7. Find a mentor. ...
  8. Spend a day job shadowing.
Jun 24, 2022

How do you survive a customer service job?

Treat all people the same way whenever possible

Faced with a whole series of characters, the stance you take should be just the opposite: your rapport with them should be as uniform as possible. This is the professional thing to do, and it will spare your nerves and save you trouble.

What job has the highest burnout?

Leading causes of burnout by industry
RankIndustryMost common leading cause of burnout
1AgricultureLack of resources
2Financial activities and insuranceLack of resources
3Information publishing and telecommunicationsLack of resources
4Public sectorHeavy workload
8 more rows
Jul 19, 2023

How common is burnout 2023?

Over 38% of people are burnt out

This is a big deal, especially since this is a notable increase from 34.7% in 2021 and 29.6% in 2020. Burnout is measured by an individual reporting high levels of exhaustion, cynicism, and reduced professional efficacy.

Who gets burnout the most?

Two types of people, however, are at a greater risk of burning out than everyone else: women and workers under 30. Nearly half (48%) of 18-to-29-year-olds said they feel drained compared with 40% of their peers aged 30 and up, while women (46%) reported higher levels of burnout than men (37%).

Which call center job level has the highest turnover rate?

Working as an inbound customer service representative (CSR) reliably ranks as one of the highest turnover jobs in the world. Depending on who you ask, call centers have a turnover rate of between 30 and 45 percent.

Why do call center jobs have high turnover?

There are many demands on call center workers. They are pressured to complete as many calls as quickly and successfully as possible, while meeting the increased quality demands expected by customers. When a large amount of those calls are complaints it can be draining for the agents.

Which department has the highest turnover rate?

Over the past three years, HR professionals have generated the highest turnover rate across all industries, according to a report by LinkedIn. Between July 2021 and June 2022 alone, global HR saw a turnover rate of almost 15%. To put that number into perspective, the overall turnover rate was 11%.

How long do call center agents last?

Call centers have long been known for their high staff turnover. According to a 2021 report from Calabrio, 1 in 3 contact center agents are considering leaving within a year — and 50% plan to leave within 2–3 years.

What is a good average handle time for call center?

Generally, a good average handle time is around six minutes. However, this number will differ depending on your company's approach to the customer experience, the channels used for support, the offered products or services, and your team's organizational structure.

How many calls should be answer on average day as a call center worker?

The number of calls representatives answer each day varies based on the business' needs, but some may take as many as 50 calls each day. This means representatives will be on the phone for most of their shift, interacting with customers.

Why am I not good at customer service?

It could be multiple reasons; you don't have enough self-confidence to deal with every day problems, you don't have enough enthusiasm to go that extra mile, you don't have the skills or confidence required to deal with troublesome customers or maybe, you're meant for something more than simply working in retail.

Why is customer support getting worse?

Technology may be a bigger part of the problem. Besides dropped calls, the most common irritation in customer-service interactions is being stuck with a chatbot, according to research from Genesys, a maker of contact-centre software.

Why do I always get bad customer service?

The 5 main causes of poor customer service include hiring the wrong people, lack of training, employee burnout, misunderstanding customer expectations, and lack of employee engagement.

How do you deal with customer service anxiety?

However, there are several practical strategies that can help alleviate customer anxiety and build rapport with customers.
  1. Stay Calm. ...
  2. Watch Your Language - Keep Positive & Clear. ...
  3. Listen Before Offering a Solution. ...
  4. Express Empathy, Not Sympathy. ...
  5. Deliver on Your Promise. ...
  6. Invest in Emotional Intelligence Training.
Apr 7, 2022


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