Hi Jasdeep Singh:
As you know the burn out is the term used for getting bored and having resultant stress while doing what people do not enjoy doing it.
The point I am trying to bring to you is that if the call center agents have joined the call centers as a alternative of other employment possibilities, they will not enjoy it, if they are not taking it as a part and process of their growth factor with enough pleasure in it.
So most of the answers that you will get will be just wavering around that and also on the point that they do not get enough salary etc, and their working in environments where the projects that are taken up are not properly explained to the team and their expecting more than expected results in a very limited period of time.
The best way of observing the process ( rather than getting half wrong answers in the forms that you are expecting) is to visit the three big centers in Ahmedabad and find out the answers live from 10 calling agenns and you will be through.
This is based on the observations we make sitting in USA as most of the centers try to economize so badly that the calling agents really become scapegoats of reasons for failure.
In fact these parameters should be taken up as an example by your Institute to foster the right growth in states like Gujarat, MP, Rajasthan, Punjab etc and Goa etc, where this industry has not proliferated much.
No odd feelings about anyone, just opining our observations.