Morale also suffers when poor hiring decisions are made. New employees disturb team unity when they don’t embrace the culture. Their inability or unwillingness to serve customers creates extra work for other employees, who usually resent having to go out of their way to clean up a co-worker’s mess. Stress levels rise, too: a 2016 study of contact center agents found that 36 percent of agents who faced a high risk of burnout felt they could not rely on their co-workers to deliver outstanding customer service.
