Call Center Agents- Sleeping on the Job is a Good Thing? - Monet Software - ContactCenterWorld.com Blog
It’s yet another sign of how the world has changed. For years, getting caught sleeping on the job would lead to immediate dismissal. Now, some call centers are actually encouraging agent catnaps.
What has changed? Start with the fact that this is no longer a 9 to 5 world. When the internet evolved into what it is now, the traditional business day became a product of the past, and customers think nothing of contacting some companies at midnight to ask a question or place an order.
Another change – people are more stressed now, and that includes both customers and agents. Life moves faster, business moves faster, and when something doesn’t happen as quickly as we like, we tend to get frustrated. Agents are on the front lines of that frustration.
Together these factors result in a demanding workplace, and agents that are more subject to fatigue and stress. And that’s why some call centers recommend that agents use their breaks to decompress with a quick nap.
It might be 15 minutes, or perhaps a half-hour or more, but the effects can be positive. When an agent is more relaxed he or she will also be more mentally sharp and more engaged in the conversation.
If you’d like to try this at your call center, you may need to set up a space separate from the usual break room that would make it easier to sleep on the job. Dimmed lights, comfortable couches, and a location far enough away from the noise of the main work area would be a good place to start.
Publish Date: October 10, 2017 5:00 AM
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