Research On Job Burnout Of Agents In Tianjin Call Center Of XJ Company

With the continuous popularization of artificial intelligence application,some people engaged in service industry feel a growing sense of crisis and pressure in the era of advocating new technologies.Although the call center,as a typical service industry,has become an important part of most companies’ marketing and customer service strategies,the requirements of the company’s internal and external environment for the call center agents are also increasing.The agents in Tianjin Call Center of XJ Company are facing more and more challenges and pressures,and their job burnout is becoming more and more prominent.Therefore,it is of great guiding significance and practical value to study the manifestations and causes of job burnout of this call center agents and put forward effective countermeasures to alleviate it.Based on the theory of three dimensions of job burnout,this study analyzes the current situation and influencing factors of job burnout of agents in Tianjin Call Center of XJ Company by means of interviews and questionnaires.The results show that the agents in Tianjin Call Center of XJ Company have moderate job burnout;The main personal factors that affect agents’ job burnout include work pressure,verbal aggression of users and job matching,organizational factors include lack of free disposal rights,lack of organizational support and low salary,and social factors include low social recognition and unclear industry development prospects.According to the above research results,this study puts forward some countermeasures to alleviate agents’ job burnout.From the personal level of agents,it is proposed that call center agents should summarize their work content to improve efficiency,learn communication skills to avoid conflicts,learn new skills to enhance their ability.From the organizational level of the company,it is proposed that managers should improve standardized operation procedures,pay attention to agents’ physical and mental health and improve performance appraisal to effectively motivate agents.From the social level,it is proposed to establish a good corporate image to ensure the safety of users and develop intelligent call centers to improve the social recognition of call center agents and expand the career development path by providing diversified job opportunities.This paper also puts forward safeguard measures from three aspects:institutional guarantee,organizational guarantee and funds guarantee,so as to ensure that the countermeasures to alleviate job burnout can be successfully put into use.This paper evaluates the feasibility of the countermeasures mentioned above,and the research results have positive reference value for how to alleviate the job burnout of employees in other service industries.