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CALL centre staff and office workers are facing burnout after months of being overworked and underappreciated during the Covid-19 pandemic, a new report revealed today.
Most of the 750 workers surveyed by software firm MaxContact said that their workload had increased dramatically without a pay rise or promotion during the crisis.
Almost two-thirds felt that bosses prioritise customers over employee wellbeing, while most reported being under pressure from management to deliver quantity over quality during interactions with clients.
Almost three-quarters said they are “burnt out” or will be soon, rising to 83 per cent of those based in customer contact centres.
As a result, the industry could be facing a similar staffing crisis to the HGV driver shortage, the report warned.
MaxContact chief executive Ben Booth said: “People are telling us that they’re feeling overworked, under-supported and aren’t hopeful that things are likely to change.
“Many are considering leaving their job, and even the industry altogether.
“We need to make a change and fix the balance between customer satisfaction levels and investment in staff wellbeing.”
