Factors of professional burnout of specialists (on the exaple of employees of the contact center)

Abstract

The article presents the results of a longitudinal study of the factors of professional burnout of contact center employees, such as length of service, intensity of activity, professional success and professional motivation. The research was conducted in 2 stages. The total sample size was 78 respondents: 53 of them were examined at the first stage, 25 — at the second stage. The study showed that professional burnout is a multifactorial and complex process that does not directly depend on such factors as work experience, professional effectiveness, and professional motivation level. The risk of professional burnout syndrome increases if the structure of professional motivation is dominated by external and narrowly social motives. On the other hand, it decreases significantly, if employees can realize personal motives, values, and meanings in their professional activities.

Keywords

• professional burnout
• professional motivation
• professional efficiency and success
• length of service
• the dynamics of professional burnout