Customer’s Agressivity and Its Influence in Call Center Agents’ Burnout

Abstract:

Our work is two-fold. In a first step, we will conduct an exploratory study on a dozen call centre operators working in the field of services, to show that call centre agents are affected by the various forms of verbal aggression. In a second step, we will rely on the literature to prepare a scaffold which will further serve to design a model linking verbal aggression to burnout.