Introduction
The primary responsibility of a call center agent revolves around connecting and servicing customers during the calls. However, as an agent becomes disengaged or burned out, their ability to complete their primary responsibility diminishes. AnswerOn has developed a quantitative research measure of agent burnout and studied its impact in regards to occupancy, tenure, region, call type, average handle time (AHT), and deviation behavior. We also found this newly defined burnout factor is closely tied to attrition and disengagement.
