The most burning-out professions in the field of customer service are named

Working with clients remains one of the most emotionally stressful areas in the labor market. The high pace, constant communication, and pressure from customers and management make service and commercial roles particularly vulnerable to burnout. Experts from the Novophone telephony service told Izvestia on December 27 that support staff and sales managers are experiencing the most emotional exhaustion.

"These employees work on the "first line" and take on the main stream of customer expectations, emotions and complaints on a daily basis. The high workload, the need to quickly switch between dialogues and the lack of time to recover from difficult conversations lead to the fact that even motivated specialists quickly lose resources. The situation is aggravated by inadequate KPIs — for example, monitoring the duration of a call without taking into account the complexity of the request — and customer ratings, which often reflect general dissatisfaction rather than the quality of the operator's work. Rigid scripts are becoming an additional pressure factor, depriving employees of flexibility even in situations where deviation from the script would help solve the problem faster," the experts noted.

The leaders of support and sales groups are next in the ranking in terms of emotional exhaustion. Team leaders and supervisors are constantly balancing business requirements, customer expectations, and the state of the team. They are responsible for the indicators, the quality of service, the adaptation of newcomers and the analysis of conflict situations. Constant multitasking and responsibility for overall results make this one of the most stressful roles in service departments.

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Even less "communicative" positions — analysts and CRM specialists — are not immune from burnout. The reasons lie in unsettled processes: a large amount of manual work with data, routine tasks and constant system improvements. Instead of simplifying work, technology often becomes an additional source of pressure.

Modern tools — voice menus, artificial intelligence, call notifications, and CRM integration — were initially created to reduce workload. However, if set up incorrectly, they increase stress: customers get annoyed by communicating with robots and transfer negativity to operators, and employees are overwhelmed by the flow of notifications and tasks. Experts emphasize that automation should help employees, not complicate their work.

Equally important is the organization of labor. Research shows that employees in a hybrid format evaluate their emotional state significantly better than their office colleagues. The work format is especially sensitive to the lack of flexibility for zoomers, for whom a tight schedule becomes one of the causes of burnout.

Emotional exhaustion in service and sales directly affects business performance: The quality of service is decreasing, the customer experience is deteriorating, and staff turnover is increasing. Experts concluded that burnout is not a personal weakness, but a consequence of high workload and inefficient processes. To reduce risks, it is important for companies to review KPIs, reduce routine, set up automation, and give employees the opportunity to choose the most comfortable work format.

Psychologist Ekaterina Yemelyanova told Izvestia on December 4 that modern people are increasingly faced with a condition where they do not have the strength and cannot force themselves to work. According to her, in this case, laziness can be a way to resolve an internal dispute: one part of the personality longs for realization and recognition, the other is afraid not to endure potential failure.

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