Agents Reveal the Worst Aspects of Customer Support

Squelch Team | May 23, 2018

Steam comes out the ears of a customer support agent as she feels frustrated by her job

As we shared previously, new research has shown that a whopping 97% of customer support professionals find satisfaction in their work.

That’s a rosy stat that no doubt makes every team leader and executive feel great about the engagement and happiness of their CS employees.

But management should be careful not to misinterpret the finding. Just because customer support professionals find satisfaction within their work doesn’t mean that they love every aspect of their job.

Room for Improvement

In order to shed more light on the matter, Squelch collaborated with Dimensional Research on a survey of over 300 CS agents who work with complex solutions. (Learn more about the survey methodology at the bottom of this post.)

According to the research survey, titled “Investigating the Customer Support Persona,” 87% of agents report that there are some aspects of their jobs they don’t love.

“We also asked about the negative parts of the job,” explained Dimensional Research in a white paper outlining the full survey findings.

“Most support professionals have parts of their job that they disliked (87%), usually things that were outside of their control.”

Worst Aspects of Customer Support

So, we now know that a clear majority of customer support professionals dislike some aspects of their job. But which elements cause the most frustration?

Check out the infographic below to learn the “Worst Aspects of Customer Support” and then visit to download the full “Investigating the Customer Support Persona” white paper.

Worst Aspects of Customer Support Jobs

Survey Methodology

Dimensional Research distributed an online survey to independent sources of customer support professionals. A range of questions was asked to capture hard data on job attitudes and experiences.

A total of 317 qualified individuals completed the survey. All had responsibility for supporting customers in environments with complex solutions. Participants represented a wide range of company sizes, roles, and industries.