There are multiple factors that lead to a support teams burnout. For one thing there is more and more pressure on companies to provide a high quality customer service solution through out a number of different channels. This can cause your employees to feel the burden of that pressure. This burnout leads to poor customer support, which results in a bad customer experience, which we all know is bad for business. In order to have a successful support team you need to step in to make sure they feel trusted, appreciated and you need to manage their workload.

There is no surprise that support rep job satisfaction and morale decline over time. Experts say managing time and workload being the greatest challenge they face today. Let’s take a look at a few common reasons why your support team is burning out:

Reasons:

  • High Pressure
  • Low pay
  • Long Hours
  • Heavy workload

How to treat it while it is happening:

Since your support team is the on the front lines they need to feel that someone somewhere is going to have their backs. Team Leads and Managers need to set regular team meetings where they are actively listening to their voice. Managers need to be open to change the way you run your team. The feedback your support team is giving you cannot go unheard.

How to prevent burn out before it happens:

  • Building a positive work environment for your support reps:

There is nothing worse than a stressful environment that you feel you cannot escape from. Employees need the ease of mind to know that there are options available to them to recharge their engines and clear their minds. Provide space/time for mediation or form a company extracurricular activity group that aligns with their personal interests (softball, Dungeons & Dragons night, etc).

  • Open communication and Transparency:

Open communication, open door policy, open open open. Making managers and leads available to their support teams is imperative to making them feel comfortable in their work environment. You would be surprised with the number of support teams out there that do not even know whom they would report to let allow whom they speak to so they can voice their concerns or ideas to. Everyone should be on the same page and everyone should be on board with there the direction the company is going in order for them to provide excellent support and not feel in the dark. The less they know the less they are going to care.

  • Open ended training:

We have written a number of articles about the importance of the customer experience. Every interaction your service solution or support team has with your customer is an opportunity your company has to not only win them over for life but anyone who they may talk to about their interaction with you. That is why it is imperative to train your employees and empower them to where they feel they are in a position of success. They should be able to get training on any subject at anytime. Group training sessions as well as one-on-one sessions are a good way to ensure the success of your team.

  • Recognition:

This one seems simple and maybe that is the reason it often goes overlooked. I have worked in environments where 6 months in I still didn’t know if I was doing a good or bad job. Some people believe that is how you get more out of your employees but for me that added on to the stress. You do not need to pat them on the back every day but going out of your way to show your team that they are doing a good job boosts morale and gives them a pep in their step. Create an award and hand it out monthly, send a company wide email highlighting top employees. You will see a difference in attitude right away.

With the growing importance of customer experience and the pressure on companies to provide a quality customer service solution comes stress that is left on your support team’s shoulders. For all the reasons listed above and more your support team is feeling burnout, out which leads to poor customer support, which results in a bad customer experience. Your business cannot afford that. It is on you to put out the burn and give your support team the tools and resources they need to be happy and successful.