GoResponse Telephone Answering Service Staff

Call centres can still utilise scheduled breaks for optimisation

800px-Clock-longtimeMany people in the telephone answering services world might think that having set breaks is not necessary in a day and age of flexible and agile working. However, even if workers are at home and connecting via an agent portal, call centres that schedule breaks can reap benefits in productivity and overall performance.

Some of the advantages to scheduling breaks include helping to boost the morale and motivation of workers and allowing agents to recharge their batteries. In addition, scheduling breaks helps call centres predict their capacity with more ease. Workforce management (WFM) software can utilise forecasted workloads to schedule time away. In addition, smartphone apps allow remote workers to be notified when they are due back at their desk.

The system only works when agents stick with the plan, and this is something that can be difficult to resolve in a day of virtual agents. Bringing up scheduled break operations is advisable during the recruitment stage to ensure that everyone knows what is expected of them. In addition, agents who strictly adhere to rotas could be given perks, such as clocking off a few minutes early or having first dibs at leave over important holidays.

In the best-practice companies, a WFM is adopted that will create optimised scheduled breaks that take the forecasted workload into consideration. Managers can reschedule actual breaks if necessary. By keeping with tradition, many firms can continue to provide optimised services.

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