LONDON, May 13, 2024
/PRNewswire/ -- Just 48% of customer service agents working in
retail feel that their employers take the state of their mental
health seriously, according to a survey published
by DigitalGenius.
- 48% of customer agents agreed with the statement "My employer
takes the state of my mental health seriously."
- 38% of agents at businesses with more than 500 employees
disagreed with this statement
- Nearly half (46%) of employers do not provide any initiatives
or resources to help reduce stress or promote mental health
- 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
DigitalGenius, the leading AI customer service automation
platform for ecommerce, conducted a survey of 517 customer service
agents working in retail brands looking at how their mental health
is impacted by aspects of their job.
Despite research from academics at the University of Oxford, MIT and Erasmus
University Rotterdam that found that happy workers are 13%
more productive, not enough retailers are doing enough to ensure
that their frontline is taken care of. Less than half (46%) of
customer service agents are not provided with any resources or
initiatives to help relieve stress or improve their mental
health.
Another report from Glassdoor points out that 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.
"I'm a big believer that happy teams contribute to being a
high-performing team," says Charlotte Laver-Bradbury, Member
Happiness Manager at Beauty Pie, a leading retailer.
Martin Vatchkov, Team Lead, Customer Success Team at waterdrop
agrees: "The first impression is vital. Mental health has a huge
stake in constant and stable performance therefore we value it
highly."
The key findings of the report are:
- 48% of customer agents agreed with the statement "My employer
takes the state of my mental health seriously." 26% disagreed,
while 26% neither agree nor disagree.
- Just under half (46%) of agents are not provided with any
initiatives or resources to help reduce stress or promote mental
health
- 73% of agents feel more stressed and overwhelmed during peak
trading periods
- 69% of agents agree that if customers are left waiting a long
time, it affects the agents' mental health
- 59% feel worse at the start of the day if they know there are
significantly more customer queries to respond to, compared to
normal
- 68% of agents like to see how much work is outstanding for
their team in the day, but 27% of agents are not shown this
information.
- 71% of agents would rather have fewer customer service tickets
that required more attention than more average quality tickets
About DigitalGenius
DigitalGenius allows online retailers and ecommerce brands
to fully resolve customer service queries using the power of AI and
automation. Leading brands such as Reebok, AllSaints, On,
Holland & Barrett, Rapha,
Beauty Pie, and Boardriders use DigitalGenius to provide 24/7
customer service support, reduce response times and improve their
customer experience.
About this data
During February and March 2024,
DigitalGenius commissioned Censuswide, an international market
research consultancy to survey customer service representatives at
retailers. Censuswide complies with the MRS Code of Conduct and
ESOMAR principles.
The 517 respondents each verified that they were a current
employee working in retail or ecommerce, and were not based on a
shop floor.
Media Contact:
Iain Moss
+44 7986307201
377584@email4pr.com
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SOURCE DigitalGenius