Why do call centers attendants experience more burnout?

When we talk about burnout, we always think about top executives and people in the high echelon. You might be surprised to know that the area or segment with people who have more burnout is the professionals in the call centres. The question then is: why do these workers have more burnout than the others? The first reason is that they are always dealing with human beings. The most difficult job in this world is the one that deals with human beings. All the problems we have in the world are caused by human beings. Objects do not cause problems by themselves. Remember that no one calls these centers to praise them or thank them for their good job. People generally call because they need information, with most calls being to complain about something. Imagine your behavior when you are complaining about something. People have rage when the problem is not solved. The rage increases when the problem is not solved and they see the professionals transferring telephone calls from one to the other. Imagine yourself working in a large corporation like Wal-Mart that sells many products. The more products a company sells, the more the complaints it receives. Professionals working in these big call centers are subjected to all different types of human behavior in abnormal situation. The abnormal situation being when someone is upset. These workers become overwhelmed. Another reason for this class of workers having this problem is that they aren't valued as other employees. You can notice that call centers are generally outsourced to small companies in poor countries. That means that although they render service to large corporations, they are not part of them. We know that professionals of call centers receive very low salaries in developed economies, imagine their salary in poor countries. It is obvious that salaries in large corporations is bigger than in small companies. The salaries of small companies in poor countries are even smaller. The two factors mentioned above are the main reasons why call center professionals have more burnout than other professionals. This is where corpoartions get it wrong. Someone is doing such an important work like customer attendment, but he or she is not even on the payroll of the company. Instead, he or she is dumped in third category company where salaries are not even paid on time, not to talk about having good payment. How does a company expect someone in this situation to represent it with pride or show empathy in solving clients' problems? Remember the buzzword now is customer empathy. Who will give the empathy to the customer? It is he or she who has contact will do that. If the person who will give the empathy is found in the situation described above, it will be impossible for hime or her to deliver the gold. Companies should think about this issue.