Burnout is a real issue across a business that can be costly in more ways than one, and here. Blair Strachan, of leading customer service outsourcer, Kura, explores ways to help prevent your team from getting burnout at work.
Encourage regular breaks
In a fast-paced industry such as customer services, it may feel like taking screen breaks and time away from the work environment may be difficult. While customer service agents may be busy, it is still important to ensure that your employees get regular time to themselves.
Taking a break can be beneficial to not only the wellbeing of staff but also their productivity and therefore the performance of the company. If customer service staff are working remotely, it is important management to still encourage taking breaks and stick to a routine.
Utilise technology and AI
Technology in various forms, including the development of Artificial Intelligence (AI), can be implemented in customer service to streamline the process and alleviate some of the workload in a bid to reduce burnout in employees.
Using technology can offer a greater experience for the customer as well as benefiting those working in the sector.
Have regular one-to-one meetings
Customer service is an energic environment and can, if not managed effectively, result in physical fatigue as well as emotional exhaustion, so it is important to consider this daily, as you look after your customer service agents.
The nature of the sector often makes it tricky to have time with a manager or a mentor to check in on a regular basis.
Nevertheless, it is important to ensure that these meetings happen, and that they aren’t avoided. Rather than ad-hoc catch ups, be sure that they are planned.
Offer support and incentives
As well as opportunities for feedback to be given, it is important for leaders and managers to take this on board and act upon it.
Not doing anything about the feedback or concerns you have been given will not solve anything and could add to any stress or burnout of your workforce.
Staff may be left feeling ignored, and with their opportunity to speak about issues or struggles having gone, they could see an impact on their wellbeing in the workplace.
Another way to reduce the likelihood, and impact of burnout is to incentivise and reward staff. This could be related to performance, but perhaps more effectively would be more focused on wellbeing.
Overall
Evidently, there are a few ways that managers can protect their customer services team from workplace burnout, and the key is implementing these effectively. Provide a platform for staff to speak up and tell you of concerns and be sure to offer the support they need to effectively do their job.
Technology is there within customer services to help, so be sure to make the most of it – used effectively it can benefit employees and help save them from burnout. At the same time, this can have a positive impact on the experience of the customer and the performance of the business.
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