A Study On The Job Burnout Of Front-line Employees In Call Center Involving Social Work

Under the market economy,the increasingly fierce competitive environment and the constantly changing customer needs have made call centers gradually become tools for enterprises to compete with each other.As the most convenient and direct link to connect customers,it has been valued and used by various enterprises.The first-line customer service of the call center coordinates the relationship between the enterprise and the customer by telephone,provides customers with 7x24 hours of service,and faces customers from different regions with different levels of education throughout the day.High-intensity work tasks and frequent interpersonal communication make customer service work a high-pressure occupation.Being under such pressure for a long time will gradually cause the first-line customer service burnout,which is mainly manifested as emotional indifference,depressed mood,nervous anxiety,insufficient work enthusiasm,and inefficiency.And the perception of work will not only affect the customer service staff themselves,but also affect the company's brand image and performance.This article is a practical study on the job burnout of frontline employees in call centers.The whole thesis consists of five parts,introduction,three chapters of the main text,conclusion,references and appendix.The introduction mainly introduces the topic selection background and research significance.At the same time,it summarizes the related research results of predecessors on job burnout and front-line employees of the call center,explains the concepts of related terms,and lists the theoretical basis and research methods of this study.The first chapter introduces the basic overview of the call center ofS enterprise.and then understands the burnout problem of the frontline employees of the call center through questionnaires and interviews.After data sorting and analysis,it is found that the current incidence of call center employees' burnout is relatively high.The overall level is significant.On this basis,the influencing factors of frontline employees' job burnout are analyzed,and the negative effects of job burnout are elaborated.The second chapter is to alleviate the job burnout of frontline employees in the call center through the intervention of group work.First of all,based on the investigation and analysis of the job burnout of the frontline employees of the S enterprise call center,I learned that the main causes of the burnout of the call center frontline employees include subjective and objective aspects.The objective reasons are the company's job promotion system and the nature of the work.Subjective factors are employees' weak ability to cope with stress and deal with negative emotions,deviations in their own cognition and work,lack of mutual support network,and lack of interpersonal communication skills.Second,comprehensively consider the role that social work can play,and engage in group activities from the subjective factors that lead to employee burnout.In the implementation of group activities,based on the theory of cognitive behavior,social support network and other theories,set the content of the group activities,and apply the skills of communication and listening in social work to the communication with the clients in order to develop through the group activities Improve their job burnout.Finally,evaluate the intervention effect of the group work.The third chapter is conclusion and reflection.Summarize the conclusions of this study and reflect on the success and inadequacies of social workers involved in the job burnout of frontline employees in call centers.Look forward to the research prospects and the main points that should be paid attention to in the future.Finally,some intervention suggestions are proposed from the enterprise level to alleviate or solvethe problem of job burnout of frontline employees in call centers.