Managers must understand the causes of each rep s burnout, why he or she feels that way and what can be done to decrease or prevent his or her burnout and increase his or her performance. People need to feel challenged in order to be motivated. Managers should help instill Hardiness in reps. Hardiness refers to the psychological ability to bounce back from stress and other negative situations. It is a form of psychological resilience.
Appreciation is the most basic of all human needs.
Managers must show reps they appreciate their efforts. When considering the fast pace of the call center, it s obvious there must be time for relaxation. Everyone needs a break, and not just their scheduled break. Managers should let reps leave their desks, stretch out, walk around and chat with other agents. Ideally, management should create a quiet room away from the call center where reps can escape the hustle and bustle of the floor, sit down, close their eyes, forget the pressure of the day and just relax.