Burnout is an individual experience that is specific to the help desk agent. Each help desk agent may progress through the levels of burnout differently in response to certain stressors and report a different experience with burnout. This is because burnout it is influenced by interwoven interpersonal, organizational, and/or personality factors; thus the help desk agent’s experience with burnout is unique to them. Below is a list of specific factors associated with burnout within the call center: 1.Increasing job demands:Work overload has been found to be directly related to emotional exhaustion. Within the call center, work overload often involves high frequency customer contact, continually making or receiving calls, ambitious performance targets, unrealistic time constraints, and pressure from management to reduce after-call work time. Agents who feel overworked or aren’t allowed sufficient downtime due to strict call schedules. So workload should be reduced.2.Insufficient resources:A lack of sufficient resources to adequately perform their job can contribute to stress and frustration for the call center agent.3.Lack of sufficient training:Agents who are not sufficiently trained to meet the needs of their customers often feel underprepared and under-qualified. This can lead to stress when companies expect excellent customer service interactions and call center agents feel as if they don’t have the knowledge or experience to meet the demands of the customer and their company.4.Strict call monitoring practices:Excessive call monitoring increases anxiety and emotional exhaustion and is therefore highly associated with stress and burnout. Help desk agents who feel as if they are under surveillance and their calls consistently scrutinized may feel frustrated by strict call monitoring practices.5.Tedious work:Help desk agents often perform highly routine job duties. Their work becomes even more monotonous when they are required to adhere to a strict script. Agents who perform the same tasks day-in and day-out report higher levels of burnout than those who have less routine work.6.Role ambiguity:When the help desk agent’s role is not clear or they don’t have sufficient information to adequately perform their job, they may struggle to find direction. This causes confusion, feelings of lack of effectiveness and frustration.7.Lack of appropriate rewards: Agents who are not adequately recognized and rewarded for a good performance may feel underappreciated and unaccomplished. This increases cynicism towards their workplace, which breeds burnout.8.Workplace conflict:Conflict with coworkers, management or customers can cause frustration for the call center agent. It can also contribute to stress, anxiety, and a diminished ability to adequately perform their job duties.9.Agent personality characteristics:What agents bring to the table – their personality characteristics – have an impact on their experience of stress and burnout. Agents who are low on th.

1. Burnout is an individual experience that is specific to the help desk agent. Each help desk agent
may progress through the levels of burnout differently in response to certain stressors and report
a different experience with burnout. This is because burnout it is influenced by interwoven
interpersonal, organizational, and/or personality factors; thus the help desk agent’s experience
with burnout is unique to them. Below is a list of specific factors associated with burnout within
the call center: 1.Increasing job demands:Work overload has been found to be directly related to
emotional exhaustion. Within the call center, work overload often involves high frequency
customer contact, continually making or receiving calls, ambitious performance targets,
unrealistic time constraints, and pressure from management to reduce after-call work time.
Agents who feel overworked or aren’t allowed sufficient downtime due to strict call schedules.
So workload should be reduced.2.Insufficient resources:A lack of sufficient resources to
adequately perform their job can contribute to stress and frustration for the call center
agent.3.Lack of sufficient training:Agents who are not sufficiently trained to meet the needs of
their customers often feel underprepared and under-qualified. This can lead to stress when
companies expect excellent customer service interactions and call center agents feel as if they
don’t have the knowledge or experience to meet the demands of the customer and their
company.4.Strict call monitoring practices:Excessive call monitoring increases anxiety and
emotional exhaustion and is therefore highly associated with stress and burnout. Help desk
agents who feel as if they are under surveillance and their calls consistently scrutinized may feel
frustrated by strict call monitoring practices.5.Tedious work:Help desk agents often perform
highly routine job duties. Their work becomes even more monotonous when they are required to
adhere to a strict script. Agents who perform the same tasks day-in and day-out report higher
levels of burnout than those who have less routine work.6.Role ambiguity:When the help desk
agent’s role is not clear or they don’t have sufficient information to adequately perform their job,
they may struggle to find direction. This causes confusion, feelings of lack of effectiveness and
frustration.7.Lack of appropriate rewards: Agents who are not adequately recognized and
rewarded for a good performance may feel underappreciated and unaccomplished. This increases
cynicism towards their workplace, which breeds burnout.8.Workplace conflict:Conflict with
coworkers, management or customers can cause frustration for the call center agent. It can also
contribute to stress, anxiety, and a diminished ability to adequately perform their job
duties.9.Agent personality characteristics:What agents bring to the table – their personality
characteristics – have an impact on their experience of stress and burnout. Agents who are low
on the resourcefulness and hardiness continua are more prone to burnout and
stress.10.Distracting work environment:Help enters are often loud, crowded, and have less than
optimal workspace for their agents. This distracting work environment compounds an agent’s

2. experience of stress and can be a major factor contributing to burnout
Solution
Burnout is an individual experience that is specific to the help desk agent. Each help desk agent
may progress through the levels of burnout differently in response to certain stressors and report
a different experience with burnout. This is because burnout it is influenced by interwoven
interpersonal, organizational, and/or personality factors; thus the help desk agent’s experience
with burnout is unique to them. Below is a list of specific factors associated with burnout within
the call center: 1.Increasing job demands:Work overload has been found to be directly related to
emotional exhaustion. Within the call center, work overload often involves high frequency
customer contact, continually making or receiving calls, ambitious performance targets,
unrealistic time constraints, and pressure from management to reduce after-call work time.
Agents who feel overworked or aren’t allowed sufficient downtime due to strict call schedules.
So workload should be reduced.2.Insufficient resources:A lack of sufficient resources to
adequately perform their job can contribute to stress and frustration for the call center
agent.3.Lack of sufficient training:Agents who are not sufficiently trained to meet the needs of
their customers often feel underprepared and under-qualified. This can lead to stress when
companies expect excellent customer service interactions and call center agents feel as if they
don’t have the knowledge or experience to meet the demands of the customer and their
company.4.Strict call monitoring practices:Excessive call monitoring increases anxiety and
emotional exhaustion and is therefore highly associated with stress and burnout. Help desk
agents who feel as if they are under surveillance and their calls consistently scrutinized may feel
frustrated by strict call monitoring practices.5.Tedious work:Help desk agents often perform
highly routine job duties. Their work becomes even more monotonous when they are required to
adhere to a strict script. Agents who perform the same tasks day-in and day-out report higher
levels of burnout than those who have less routine work.6.Role ambiguity:When the help desk
agent’s role is not clear or they don’t have sufficient information to adequately perform their job,
they may struggle to find direction. This causes confusion, feelings of lack of effectiveness and
frustration.7.Lack of appropriate rewards: Agents who are not adequately recognized and
rewarded for a good performance may feel underappreciated and unaccomplished. This increases
cynicism towards their workplace, which breeds burnout.8.Workplace conflict:Conflict with
coworkers, management or customers can cause frustration for the call center agent. It can also
contribute to stress, anxiety, and a diminished ability to adequately perform their job
duties.9.Agent personality characteristics:What agents bring to the table – their personality
characteristics – have an impact on their experience of stress and burnout. Agents who are low

3. on the resourcefulness and hardiness continua are more prone to burnout and
stress.10.Distracting work environment:Help enters are often loud, crowded, and have less than
optimal workspace for their agents. This distracting work environment compounds an agent’s
experience of stress and can be a major factor contributing to burnout