Features Articles

Are you or your staff burning out?

Robert L. Bogue Tech Republic

Published: 23 Jun 2003 13:28 BST

Burnout is a huge problem for help desk pros and is a contributing factor for high turnover rates in the industry. According to a survey conducted by the Incoming Calls Management Institute (ICMI), one of the top five causes of turnover in call centres was "handling complaints and problems all day".

The long hours, frustrating technologies, intolerant users, and other such stresses often contribute to support tech burnout, but they may not necessarily be the primary cause. Read on to learn the symptoms and likely origins of burnout so you can learn to identify (and possibly remedy) such problems.

Trying to stay on top
Although burnout can occur in any individual, it's most often seen in the top performers of an organisation. Individuals who are the first to explore a new area, solve a nagging problem, or chart uncharted territories are most susceptible. They have the greatest expectations and are always trying to bridge the gap between the realms of possibility and reality.

Stress is one of the defining attributes of these star performers. They strive to be better, to improve their surroundings, or to reach the ever-elusive goal of being successful (which is usually never achieved because stars are never successful enough). People who are driven in this way can drive themselves into burnout because they are incapable of recognising the signs of stress, adapting their behaviour, and most important, changing their attitudes.

Feeling powerless
Another big stress that can lead to burnout for support pros is feeling powerless to resolve recurring problems. Whether that recurring problem is a superior who won't listen, a user base that "never learns", or technology challenges that are never mastered, the result is the same. The true stress is the tension created by the need to solve problems or change the current reality and the perceived inability to do so.

Symptoms
Burnout manifests itself in many ways. For some people, burnout causes them to shut down and become apathetic. In others, it brings about self-destructive behaviour. Individuals who are under too much stress may strike out without thinking, become angry with coworkers, or just make silly mistakes because they're not thinking clearly. They may eventually start to shirk responsibilities, seeking the path of least resistance in everything they do.

My personal symptoms of burnout usually are manifested in an inability to concentrate. I turn up the music in my headphones or in my private office to deafening levels. The goal is to drown out the random thoughts that try to break my concentration. Sometimes it makes me unable to enjoy my usual pastimes. I flit between computer games and other activities that I usually enjoy, looking for a relief that will not come.