Abuse towards customer service workers is on the rise, according to a recent survey by Ringover. Shockingly, over two-fifths of customer service workers have experienced abuse or hostility from customers, with almost 90% reporting an increase in such incidents over the past 12 months. This abuse can increase employee stress, heightened turnover rates, and decreased overall service quality.
The toll on mental health
The relentless abuse is taking a severe toll on the mental well-being of customer service professionals. As many as 71% admit to struggling with their mental health, with "brick and mortar" employees being the hardest hit at 78%. The emotional strain is pushing these workers to actively or passively seek new opportunities outside the customer service realm, with 85% contemplating a departure.
Faced with this challenging environment, 85% of respondents actively or passively seek new opportunities outside customer service. Nearly half are actively job hunting, while 36% contemplate leaving the industry altogether. This poses a significant challenge for companies relying on a skilled, experienced customer service workforce.
Burnout and mental health initiatives
While 77% of workers acknowledge increased key performance indicators (KPIs), 74% believe their managers and companies are doing enough to prevent burnout and address mental health concerns. This delicate balance between increased expectations and proactive support indicates a recognition within the industry of the importance of maintaining employee well-being.
Many companies, such as Webex by Cisco or Intradiem and Thrive Global, strive to deal with these issues and provide their agents with solutions that will prevent burnout and enhance employee well-being.
Examining interactions between customer service representatives, the study reveals that 81% express gratitude towards their colleagues. In contrast, 64% of those outside the industry extend the courtesy of saying 'thank you.' This insight highlights a potential empathy gap and sheds light on the unique challenges faced by those in customer service roles.
Facing verbal abuse
Over the past year, 43% of customer service workers have endured verbal abuse, including screaming and swearing. Also, 17% have faced threats of physical violence, and 36% experienced customers threatening their job security. The statistics paint a grim picture of these professionals' daily challenges in the line of duty.
Despite the alarming rise in abuse, 79% of workers feel adequately trained by their managers to handle such situations. As many as 76% have reported instances of abuse to their managers, and a similar percentage believes their managers take decisive action to prevent repeated incidents. This suggests that, while the abuse is pervasive, there are systems in place to address and manage these challenging interactions.
Consumer behavior and "Karen" concerns
The survey delves into why people contact customer service, finding that 33% seek assistance with website troubles, 20% desire more information for a purchase, and 16% express dissatisfaction with a product or service. Interestingly, 76% worry about being perceived as a "Karen" when dealing with customer service. This concern reflects a broader societal issue, where customers grapple with their own frustrations, often projected onto the front-line workers.
The escalating abuse towards customer service workers demands attention and intervention. As mental health strains intensify, the industry must actively address these challenges, ensuring not only the well-being of its workforce but also the sustainability of customer service as a profession. The findings underscore the urgent need for a collective effort to stop the rising tide of abuse in customer service.
