Call Center Stress: How to Manage and Avoid Burnout

Imagine walking into work each day with a knot in your stomach, juggling endless calls and relentless expectations. For many call center agents, this isn’t just a bad day—it’s the reality. The environment that keeps customers happy often leaves agents on the brink of burnout.

Here’s the kicker: *59% of call center agents* are at risk of burnout. And burnout isn’t just about feeling “tired”–it’s a deeper issue that impacts mental health, hinders productivity, and, ultimately, threatens the overall success of the business. Stress and burnout are more than personal challenges; they’re workplace epidemics.

Understanding and addressing these issues is necessary. By learning to manage call center stress effectively, businesses can create a supportive environment where employees thrive, customers stay happy, and productivity soars.

In this blog, you’ll discover what causes call center stress and burnout, their impact on employees and businesses, and practical strategies to manage them. We’ll also highlight how training and technology can create a healthier work environment. It’s everything you need to turn stress into success!

Table of Contents

• Understanding call center stress and burnout
• Who experiences call center burnout?
• Causes of call center stress syndrome
• Signs of burnout to look out for in your team 
• Impact on business and agents
• Tips and strategies for managing stress and burnout
• Bonus: stress assessment quiz for your team
• Build stress-free and thriving teams

Understanding call center stress and burnout

Burnout is a reality many call center agents face as they navigate high workloads, tight schedules, and demanding customer interactions. It’s a persistent state of physical, emotional, and mental exhaustion caused by ongoing workplace stress.

Burnout, as defined by the World Health Organization (WHO), is a syndrome caused by chronic workplace stress that hasn’t been successfully managed. It comes with three key symptoms:

• Energy depletion or exhaustion: Your brain feels like it’s in power-saving mode—permanently.
• Mental distance or cynicism toward your job: You’re physically present, but emotionally, you’ve already clocked out.
• Reduced professional efficacy: Tasks you once breezed through now feel like climbing a mountain—barefoot.

Now, let’s talk about chronic stress—burnout’s not-so-distant cousin. Chronic stress is a state of prolonged and constant stress that can have adverse effects on an individual’s health and well-being. It arises from sustained exposure to stressors, whether physical, emotional, or mental, without sufficient recovery time.

In workplace contexts, it is typically driven by high demands, lack of control, and inadequate support over extended periods. It’s not just a bad day; it’s a bad every day.

And here’s the harsh reality: Burnout and chronic stress are alarmingly common. A Gallup study found that 76% of workers across all sectors face burnout at some point in their careers, while 21% experience it very often. In call centers, where customer expectations are sky-high, and patience runs low, the numbers are likely even grimmer.

The terms burnout, stress, and fatigue are often used interchangeably, but they refer to distinct experiences. Understanding the differences is crucial to address these challenges effectively, especially in high-pressure environments like call centers. Let’s break down the key distinctions between them:

Difference between burnout, stress, and fatigue

Who experiences call center burnout?

Burnout in call centers doesn’t play favorites—it can affect anyone, from seasoned agents to fresh recruits. Shep Hyken, a customer service expert, has also researched call center fatigue caused by the demanding nature of the job. He found that 32% of consumers admit to yelling at an agent, and 24% say they’ve cussed at one. “And the rest have lied,” he jokes. 

However, some groups are more likely to experience it due to the unique pressures they face. So, who exactly is most prone to burnout? Let’s break it down:

• Gen Z and Millennials—These younger workers, often juggling multiple responsibilities, face a high risk of burnout due to their high expectations and need for work-life balance.
• Women – Call centers are often seen as female-dominated spaces, and women, especially those balancing work with family, experience more stress.
• Perfectionists – Those who thrive on being people-pleasers and feel they need to deliver everything perfectly are prime candidates for burnout.
• High performers – Ambitious agents who are always trying to meet targets can suffer burnout from the pressure of constant performance expectations.

Burnout can creep in from all directions, whether you’re handling 100 calls a day or stressing about a performance review. Knowing who’s at risk is the first step toward addressing it!

Causes of call center stress syndrome

The causes of stress and burnout in call centers are like a perfect storm – a mix of high demands, limited support, and the constant pressure to perform. It’s a combo no one signed up for. So, what’s causing agents to experience burnout at such an alarming rate? Let’s break it down.

• Workload and complexity: Picture a typical day for a call center agent—managing a high volume of calls, answering intricate queries, and multitasking between systems to find solutions. It’s no surprise that such demands can feel overwhelming, especially when customer expectations continue to rise. Reports show that 77% of agents have experienced increased workload complexity over the past year, with more nuanced problems requiring deeper attention and faster resolutions.
• Job demands and expectations: A staggering 87% of contact center employees report experiencing high levels of workplace stress. This stress often stems from handling tough customers, navigating unrealistic performance expectations, and constantly striving to meet demanding service benchmarks. The relentless need to deliver exceptional customer experiences, even in challenging situations, contributes significantly to burnout and turnover in the industry.
• High call volume: High call volume doesn’t just tire agents out—it wears them down mentally. The constant ringing of phones, urgent customer needs, and the never-ending queue create a sense of chaos that’s tough to manage. 
• Role ambiguity and micromanagement: Agents often aren’t sure what’s expected of them – which can lead to stress and frustration. Throw in some micromanagement, and the result is a recipe for burnout. Employees often feel stifled when they lack the autonomy to make decisions or handle tasks in their own way. In fact, 70% of employees consider quitting when micromanaged, and 30% actually follow through.
• Handling difficult customers: Dealing with tough customers is part of the job, but that doesn’t make it any easier. When customers are irate, rude, or downright demanding, it adds a level of emotional strain that’s hard to shake off. 
• Insufficient support and resources: No one wants to feel like they’re stranded on an island alone, struggling to survive. Unfortunately, many agents face exactly that. With insufficient support and resources, call center agents are left feeling underprepared and overworked, which makes stress a near-constant companion.

Also read:Delegation at Work: Everyday Mistakes, and How to Avoid Them

Signs of burnout to look out for in your team

Burnout doesn’t announce itself. It sneaks up and often takes a while to notice. But the signs are always present. And once you spot them, you can take action. Here are the key signs to look out for:

• Physical exhaustion: Is a team member showing signs of constant fatigue or frequently calling in sick? Burnout often manifests physically through low energy, sleep disturbances, or even anxiety. These could be their body’s way of signaling they’re overextended.
• Decline in engagement: When once-enthusiastic team members start clock-watching or seem disinterested in team goals, it’s a clear sign something is amiss. A noticeable drop in participation during meetings or a growing reluctance to take on challenges could indicate burnout.
• Negativity and frustration: Pay attention to shifts in tone or attitude. If a typically upbeat team member becomes consistently cynical or irritable, they might be struggling. Negative attitudes can also spill over into customer interactions, impacting service quality.
• Increased isolation: If someone who used to enjoy team lunches or collaborative sessions starts pulling back, it’s worth checking in. Absenteeism—whether calling in sick or avoiding team activities—can signal deeper issues.
• Reduced productivity: Burned-out agents may struggle to meet deadlines or deliver the same level of quality. If tasks take longer than usual, errors become frequent, or performance metrics dip, it’s time to investigate the cause.
• Frequent mistakes: Attention to detail suffers when team members are burned out. If errors are creeping into otherwise routine tasks, it’s a sign they may be overwhelmed and unable to focus.
• Emotional outbursts: Elevated stress levels can lead to emotional reactions, like snapping at coworkers or getting overly frustrated during stressful situations. If tensions are running high, it’s time to step in.

Keep an eye on these signs and take action when you spot them—before they become bigger problems. Burnout is tough, but recognizing it early can give you the upper hand.

Impact on business and agents

Burnout doesn’t just affect the agent—it also hits the bottom line hard. We’ve all heard that burnout is a killer of productivity, but did you know it’s also a money pit? Let’s break it down.

Impact on business

High turnover rates

Burnout is the leading cause of that dreaded turnover rate. Call centers are facing an astonishing 60% annual turnover rate—more than double the average across other industries. This high turnover comes at a steep price. McKinsey & Company estimates it costs anywhere from $10,000 to $21,000 to hire and retrain just one employee. That’s a lot of cash just to keep the wheels spinning.

Sick days and lack of motivation

As burnout piles up, employees are more likely to call in sick—63% more likely, to be exact. Burned-out agents aren’t just missing work; they’re also missing out on having those crucial performance chats with their managers. Gallup shows they’re half as likely to discuss goals or feel confident about their performance. What does that mean? Less motivation, fewer results, and a stagnant team culture.

Lost revenue

The ripple effect of burnout goes beyond health and morale—it affects businesses’ wallets, too. The American Psychological Association highlights that the impact on mental and physical health can cost companies big time. A Gallup study found that businesses lose around $20 million for every 10,000 struggling employees. Burnout isn’t just costly for your team; it’s also costing your revenue.

Impact on agents

Increased likelihood of leaving

Among agents who report high-stress levels at work, more than 53% say they’re likely to leave their job within six months. That’s a serious retention issue for any call center. High burnout equals high turnover, and the cycle continues.

Decline in mental and physical health

Burned-out agents are facing real challenges. From physical symptoms like headaches and fatigue to mental issues like anxiety or depression, the toll is undeniable. These impacts make it harder for agents to perform at their best.

Loss of job satisfaction

When burnout sets in, agents often lose their sense of fulfillment. They become disconnected from their work, which leads to a dip in motivation and engagement. The result? A team that’s simply going through the motions rather than thriving and delivering excellent service.

Tips and strategies for managing stress and burnout

So, you’re staring down the challenge of stress and burnout in your call center. Don’t panic—there’s hope! With the right strategies, you can help your team feel energized, engaged, and—dare we say it—happy to pick up the phone. Let’s dive into some tried-and-tested tips to manage stress and burnout before they take a toll on your team.

Tips and strategies for burnout prevention in call centers

Preventing burnout is like planting a tree – you’ve got to water it, give it space, and not overdo it. Here’s how you can help your team stay grounded before they start feeling like they’ve been thrown into a bonfire:

• Encourage breaks (and mean it): No, we’re not advocating for an afternoon nap under your desk, but breaks are non-negotiable. Help your team get away from their screens, even if it’s just for a couple of minutes. Even a quick coffee or a walk around the block can do wonders to keep stress at bay.
• Set realistic, achievable goals: Remember to keep your goals achievable. Think of it as running a marathon, not a sprint—you want your agents crossing the finish line with energy to spare, not feeling like they’re stuck on a treadmill.
• Foster a positive work culture: Create an environment where agents feel valued, respected, and, most importantly, appreciated. When the work environment is positive, stress is more likely to hit the highway.
• Provide the right resources and support: Agents need the right tools and support to perform their best. Help them out with the right resources—whether that’s training, support, or just a solid knowledge base to reference when things get tough.

How to manage stress and burnout

Alright, stress has crept in like a sneaky little gremlin. Let’s talk about how to manage it without flipping your desk over in frustration:

• Talk it out (seriously): Don’t let stress simmer – it’ll just get worse. A simple “How’s it going?” can work wonders. Open lines of communication mean your team can vent, share their struggles, and get a little relief before things go full-on disaster mode.
• Encourage self-care (it’s not just a buzzword): Stress can’t get too far if your team is healthy physically and mentally. Encourage them to take care of themselves outside of work–whether it’s getting quality sleep or going for regular walks to clear their heads. You’d be surprised how much a 10-minute stretch can reset someone.
• Provide flexibility (no one’s a robot): Whether it’s a sick day or a need to work from home, let your agents be flexible with their schedules. Flexibility is a surefire way to reduce stress. Plus, who doesn’t like the idea of working from their comfy couch in sweatpants?
• Recognize achievements (even the small ones): Burnout creeps in when agents feel invisible. So, shout them out when they do something awesome! Did they handle a particularly tough call? Celebrate it! Positive feedback goes a long way in keeping morale high.

What managers should do

Managers – this is where you get to flex your leadership skills! You’re the lifeboat, and your team’s stress is the ocean. Here’s how to steer them in the right direction:

• Lead by example (don’t be a stress ball yourself): If you’re always rushing and overwhelmed, your team will sense it and feel the pressure too. Take a deep breath, stay composed, and lead with focus—even when things get tough. Your energy sets the tone for everyone around you!
• Provide consistent feedback (but don’t go all “supervisor” on them): Nobody likes being blindsided with feedback. Keep it consistent and constructive. Let your team know what they’re doing well and where they can improve. And remember, feedback is a two-way street. Get their input, too. 
• Be empathetic (they’re not robots, remember?): Sometimes, your team just needs to be heard. Don’t brush off their frustrations or act like stress isn’t real. Empathy goes a long way in reducing burnout. You don’t need to have all the answers, but just knowing that you care can make a huge difference.
• Encourage team bonding (stress relief through socializing): Stress relief isn’t just about policies and performance reviews. Sometimes, it’s about getting your team to spend time together outside of work. Go for lunch, have a virtual happy hour, or even throw in a fun game day. The stronger the team bond, the less likely stress will sneak up on them.

And remember:

• Don’t micromanage: No one likes a micromanager – least of all your team. Trust your agents to do their job without hovering over them like a helicopter parent. The more autonomy they have, the less stressed they’ll feel.
• Address unfair treatment: If there’s a culture of unfair treatment, stress will skyrocket. Look for signs of favoritism, bias, or any behavior that could cause distress, and step in quickly.
• Sort out unmanageable workloads. A heavy workload will wear your team down faster than a bad day on the phone. Balance workloads. If someone is drowning in tasks, find a way to lighten the load.
• Clarify roles and improve communication: Ambiguity is the enemy of productivity. Make sure everyone knows what they’re supposed to do and how their roles align with the team’s goals. Clear roles lead to clear heads!

Also read:11 Best Practices To Boost Team Productivity

The role of technology

Technology can be a powerful ally in reducing stress and keeping burnout at bay. Here’s how the right tools can help your team thrive:

• Automate the boring stuff (seriously, no one likes repetition): You know what’s great? Letting the machines handle the repetitive tasks. Let automation take care of things like sorting emails, categorizing queries, or routing tasks. Freeing up agents from mind-numbing work helps them focus on what really matters – making customers happy.
• AI to the rescue (it’s not just for sci-fi movies): AI isn’t here to take over the world – it’s here to help. With chatbots and AI tools, customers can get quick answers, allowing your agents to focus on more complex inquiries. Less stress, more success!
• Real-time insights (empowering agents with actionable feedback): Real-time performance data helps agents stay on track. By seeing how they’re doing, they can adjust quickly and improve performance without waiting for a manager’s feedback.
• Unified communication tools (no more hunting through tabs): No one wants to juggle five different screens. A unified communication tool allows agents to access everything they need from one platform, making it easier and less stressful to manage customer inquiries.
• CRM systems (for streamlining customer data): A solid CRM system means your agents don’t have to play detective to get customer info. Everything is right there, so they can resolve issues faster and more efficiently.

Hiver’s intuitive helpdesk platform allows teams to manage support directly from Gmail, streamlining workflows and reducing the time spent on repetitive tasks. By automating ticket assignments, providing real-time performance analytics, and powerful collaboration features, Hiver keeps your agents organized, motivated and stress-free. Additionally, its AI-powered features help automate tasks like summarizing emails, suggesting responses, and auto-closing tickets. The best part? Agents can deliver multi-channel, personalized support experiences without toggling between various tools. This seamless experience reduces overwhelm and ensures that agents can focus on what matters most—creating happy, loyal customers.

Bonus: stress assessment quiz for your team

Let’s face it—call centers can be stressful, and sometimes, stress sneaks up on us without warning. That’s where a quick stress assessment quiz can help. Share this simple quiz with your team to give them a chance to pause, reflect, and understand how they’re really feeling.

It’s not just about numbers on a chart; it’s about creating an opportunity for honest conversations and showing your team that their well-being matters. A small step like this can go a long way in building a healthier, happier, and more resilient team.

Build stress-free and thriving teams

Reducing stress boosts employee morale and leads to long-term business success. Happier employees are more engaged, productive, and less likely to burn out, which means lower turnover and better performance.

But it doesn’t stop there—ongoing support and the right technology make all the difference. Investing in tools like Hiver can ease workloads, improve communication, and prevent burnout.

Ready to see the impact? Start with Hiver today and create a stress-free, thriving team.

*59% of call center agents*