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Retail Customer Service Agents Say They’re Stressed: Survey

Just 48 percent believe their employers take their mental health concerns seriously

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PHOTO: ISTOCKPHOTO

Not even half of all customer service agents working in retail feel that their employers take the state of their mental health seriously, a new survey from DigitalGenius concludes. Specifically,  just 48% of the 517 customer agents polled agreed with the statement, “My employer takes the state of my mental health seriously.”

Other notable findings from the survey:

  • 69% of agents agree that if customers are left waiting a long time, it affects the agents’ mental health.
  • 72% of agents’ feel significantly more stressed and overwhelmed during busy trading moments such as Black Friday and Christmas.
  • 46% of customer service agents say they are not provided with any resources or initiatives to help relieve stress or improve their mental health.

The report also notes that another study from Glassdoor found there is a correlation between employee well-being and customer satisfaction, suggesting that it is of prime business importance to ensure agents are as happy as possible.

Click here for more from the DigitalGenius study.

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