Using Aware’s Topic Reports to Reduce Employee Burnout

Their Story

Employee burnout, quiet quitting, and churn were impacting a telecommunications company's frontline employees. These are the individuals that work in call centers and retailers, and their contributions are incredibly valuable to their leadership. The HR and Communications teams were tasked with understanding the reason behind these high levels of employee attrition.

The company used Aware to identify the source of burnout and to see the context behind it. They were able to determine patterns in the reports due to the rich data that Aware provided, including mentions of burnout tied to the holiday season, bad weather, PTO and low-performing staff members.

Leveraging Aware's Spotlight topic reports and contextual intelligence, they could understand discussions around burnout in near real-time and proactively address how to best help their employees – including coaching low performers and introducing employee engagement activities. In a sixty-day period, they were able to reduce mentions of burnout by 35% and boost overall morale.