1. Stress generated by:
- Workload, the pressure of call center indicators like calls/agent, average speed of answer, not ready time etc.;
- Extended exposure to difficult customers, customer complaints, not appropriate customer behaviors;
2. Job routine
3. Lack of promotions opportunities in call center
4. Conflicts:
- Between future career aspirations generated by educational background and job limitation
- Conflicts with direct supervisor
5. Voice & hearing health issues generated by long exposure to inbound & outbound activities;
Note: this is a top from my 8 years personal experience in call center, I did not include here dissatisfaction with salaries and benefits in a fast growing market which is common for most of job types in RO.
I totally agree with the article. The stress level for any contact center agent is certainly high mostly its due to performance pressure.
Where did number 4 go? All good reasons though, good post. Keep up the good work.