Preventing Burnout in Communication-Based Careers

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Thinking about starting a career in customer service?

It’s unfortunately pretty common for careers as a customer service representative to end abruptly due to burnout. Dealing with call after call, frustrated customers, and handling complaints can take its toll if you’re not careful.

Did you know…

According to a study by Gettalkative, 59% of call center agents experience burnout. Almost 3/5′s of all call center workers are walking on a dangerous tight rope every day!

The good news is

Burnout can be avoided. If you learn how to properly take care of yourself while working in a communications field, you can have a long career as a communication professional.

Here’s what we’ll cover

1. Communication jobs are high risk for these reasons…
2. These are the signs you may be experiencing burnout
3. Learn how to avoid burnout
4. How to have a long career in communication

Communication jobs are high risk for these reasons…

Just about anyone that has worked in customer service can tell you that it’s not like any other job.

Why? ?

Communication agents spend their whole day listening to and helping other people’s problems. Whether it be angry customers, processing complaints, or helping customers meet their goals. Communication agents help customers achieve these goals under strict deadlines. It can really take a toll on your mental health.

This is proven by how many communication agents actually leave the career within their first few years. Studies have shown that there is an average turnover rate of 30-45% annually in call centers. That is drastically higher than any other job.

If you’re looking into inbound call center representative jobs, know that there is an inherent risk that comes with the job. But once you know the risks, you can learn how to avoid them.

So why are communication jobs riskier than most jobs?

Communication agents have never ending queues. As soon as you finish working on one call, there will always be another call waiting. Once you start to help that next caller, another one will take their place. Agents often feel like they’re on a hamster wheel going nowhere.

Not only do you have an endless queue, but you also have to deal with the negativity that comes from dealing with other people’s problems. Dealing with unhappy customers can take a toll on your mental health.

These are the signs you may be experiencing burnout

The earlier you can catch burnout, the better.

Burnout doesn’t happen in a day. It happens over a couple of months. By the time you realize you are burned out, you’ve probably already been burned out for some time.

Here are some signs to look for when identifying burnout:

• You no longer feel refreshed after taking days off

• You hate going into work

• You no longer find your job rewarding

• You constantly worry about work

Keep in mind that a lot of these signs can be overlooked because you think they’re “normal.”

“Burnout is the result of too much stress and not enough recovery.” – Unknown

Learn how to avoid burnout

Avoiding burnout can be easier than you think.

Establish work life boundaries.

This may be one of the hardest things to do as a communication agent. When you finish your shift, you actually have to FINISH your shift. Stop checking emails, thinking about that terrible call, or wondering how big your queue is going to be the next day.

Separate yourself from work when you are not at work.

Take actual breaks.

Trust me, I know it’s hard to take a break when you know you have a queue waiting for you. But your productivity will decrease the more you don’t take breaks.

Make friends with coworkers that you can vent to.

Having someone that you know will understand what you’re going through is extremely helpful when working in customer service.

Learn how to not take things personal.

This doesn’t mean you shouldn’t care about customers, it means that you learn how to help customers without letting their emotions get to you. Learn how to problem solve without letting your emotions serve as obstacles.

Take care of your body.

Your body plays a key role when it comes to burnout. Let’s say you aren’t sleeping, eating right, and working out. You’re more likely to get burned out quicker than someone who does those things.

How to have a long career in communication

Having a long career in communication is simpler than you think.

Studies have shown that employees who view their job as a stepping stone towards something they want to achieve in the future are less likely to burn out. When you have goals that you’re striving for, you won’t focus on the bad aspects of your job.

Also, think about all of the skills you gain by working in customer service. You’re learning how to problem solve, deal with conflict, become empathetic, multi-task, etc. Once you realize all of the skills you are obtaining by working as a communication agent, you will see that there are opportunities everywhere, even if it may not feel like it now.

Here are some things you can do to have a long career:

• Set goals that you want to achieve while working in customer service and beyond

• Take advantage of any training opportunities your company may offer

• Ask for feedback and learn from your mistakes

• Celebrate small victories

• Once you wake up for work, ask yourself how the tasks you do help you achieve your goals.

Remember that your job is not forever, but what you do with the skills you learn from your job is.

Employers should be encouraging this type of behavior as well.

Good employers know that by helping their employees, they are less likely to lose them to burnout. By having good management, not overloading their employees with too much work, and offering bonus incentives. They are creating an better environment for their employees to work.

When looking for a job, see if they value their employees as much as you will.

Bringing it all together

Burnout is common with customer service representative jobs. But, if you know what you’re getting into and how to take care of yourself while working in customer service, you can have a long career as a communication agent.

Here’s a recap of how to have a long career in communication:

• Know the signs of burnout and watch for them.

• Set work life boundaries for yourself

• Take breaks!

• Make friends at work

• Don’t take things personal

• Remember to take care of your body

• Think of your job as a stepping stone towards your goals.

Companies are always trying to find ways to help retain agents. Burnout is one of the leading causes as to why agents don’t make careers out of customer service. By following the steps above not only will you help yourself, but you’ll help others as well.

Don’t let burnout ruin your career. Start implementing some (or all) of these tips into your daily life and start building good habits.