In the fast-paced world of franchise businesses, from busy fitness centers to quick-service restaurants (QSRs), there’s a hidden cost that’s increasingly impossible to ignore: employee burnout. This silent productivity killer is particularly prevalent among front-desk staff who juggle multiple responsibilities, including the never-ending task of answering phone calls. It also includes front-of-house staff at QSRs or fast-casual restaurants who must answer calls while helping prep food or working a drive-thru or packing up takeout orders.

In this blog, we’ll explore how the simple act of answering calls can contribute significantly to employee stress and turnover, and introduce an innovative solution that’s changing the game.

The Multitasking Dilemma in Franchise Operations

“What is better for my business is my day-to-day mental health and my staff’s mental health — for me, it’s not answering the phone.”

Restaurants to Customers: Don’t Call Us, We Won’t Call You — NY Times, Jan 28, 2022

You may have noticed this yourself: many restaurants aren’t even answering the phone. Perhaps they are understaffed, or too distracted by serving customers in-house, or any of the other demands on their time. And by cutting out this channel, they are trying to reduce the stress. 

Front-desk employees in other franchise businesses are also overburdened, and they are often the unsung heroes of customer service. On any given day, they might be scheduling appointments, handling in-person customer inquiries, managing payments, and of course, answering an endless stream of phone calls. This constant juggling act can be mentally exhausting and physically draining.

The challenge lies in maintaining high-quality customer service across all these tasks simultaneously. When the phone rings, it demands immediate attention, often interrupting other important tasks. This constant context-switching can lead to increased stress levels and decreased job satisfaction.

Understanding Employee Burnout

Burnout is more than just feeling tired or having a bad day at work. It’s a state of physical, emotional, and mental exhaustion that occurs when employees feel overwhelmed, emotionally drained, and unable to meet constant demands. In franchise environments, where the pace is often relentless and resources may be stretched thin, the conditions are ripe for burnout to take hold.

Signs of burnout can include decreased productivity, increased absenteeism, irritability with customers or coworkers, and a general sense of cynicism or detachment from the job. When these symptoms appear, it’s often a sign that an employee is reaching their breaking point.

The True Cost of Employee Turnover

The cost of burnout extends far beyond the individual employee. According to Gallup, the cost of replacing an individual employee can range from one-half to two times the employee’s annual salary. This staggering figure takes into account not just the direct costs of hiring and training a new employee, but also the hidden costs of lost productivity, decreased team morale, and potential impact on customer satisfaction.

“The cost of replacing an individual employee can range from half to 2 times the employee’s annual salary.”

Gallup, The Fixable Problem Costs Businesses $1 Trillion, March 2019

In the service industry, these costs are particularly pronounced. The Bureau of Labor Statistics reports that turnover rates in the leisure and hospitality industries reached 80% in 2023, while professional and business services saw a 60% turnover rate. These high turnover rates represent a significant drain on resources and can severely impact a franchise’s bottom line.

The Role of Phone Calls in Employee Burnout

Among the many tasks that contribute to employee burnout, handling phone calls stands out as a particularly significant stressor. Phone calls are inherently disruptive, often requiring employees to switch tasks abruptly. This constant interruption can make it difficult for employees to complete other important tasks efficiently.

Moreover, phone interactions require a high degree of emotional labor. Employees must maintain a friendly and professional demeanor regardless of the caller’s attitude or the complexity of their query. Over time, this emotional toll can contribute significantly to feelings of burnout.

Case Studies: Franchise Industries Affected

This issue is prevalent in many franchise industries, here are a few examples:

Fitness Centers

Front desk staff often juggle check-ins, membership inquiries, and a constant stream of calls about class schedules and gym policies.

Home Services (e.g., pet servicing businesses)

Employees must manage in-person customers, provide tours of the facility, schedule appointments, and field calls about services and availability.

Quick-Service Restaurants

Staff need to handle in-store customers, drive-thru orders, and phone calls for takeout orders simultaneously.

In each of these cases, the demand to always be available to answer calls can significantly contribute to employee stress and burnout.

SoundHound AI Smart Answering: A Solution to Reduce Employee Burnout

“Every time I go to a location with Smart Answering, the staff is happier. At locations without it, it’s madness during busy times. I can’t wait to turn Smart Answering on across all of my locations.”

— Blake Webster, Subway franchise owner

To address these challenges, many franchises are turning to innovative solutions like SoundHound AI Smart Answering, an AI-powered voice assistant designed to alleviate the burden on front-desk staff. This cutting-edge technology offers several key benefits:

Conclusion

Employee burnout, particularly as it relates to handling phone calls, is a serious issue facing many franchise businesses today. The costs, both in terms of employee well-being and financial impact, are too significant to ignore. By recognizing the role that constant phone interruptions play in contributing to burnout and implementing innovative solutions like AI-powered voice assistants, franchises can create a more sustainable and productive work environment.

See How You Can Reduce Employee Burnout

Speak with one of our specialists to get personalized recommendations for how you can remove the phone distraction from your employees and reduce burnout. Or read our whitepaper: Voice AI: Answering the Call for High-Volume Franchise Communications.