Agents break times
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Call Centre Supervisor
Zoom Answer Call
Call Centre Helper
You just need to be careful if you have a mid-afternoon call peak.
Resource Planner/Infrastructure Analyst
Lloyds Banking Group
My bottom line is that if this is what the agents would prefer and it has no negative impact on your business, then go for it.
On a standard 8 hour shift, I would always have a morning and afternoon break as well as a lunch break
Planning & Control
The other thing to consider is if they have two breaks, do they need to be lunch break first, then 15 minute break?
I have experience with some agents who only want a quick break to carry them over, until later in the shift when they have their main break. This apparently makes the day go faster.
If you get a nice mix of all three options you could find a real improvement in consistent staff levels. Where before you could only fit 3 back to back breaks between 12:00-14:15 you might not be able to get 7.
It makes sense on several levels. Have a read here : http://www.hse.gov.uk/contact/faqs/vdubreaks.htm. It discussies health and safety issues.
Just as important, scheduling shorter breaks will help you managing peaks and valleys. If each of your employees has to have a 45 minute break in a relatively short timespan (say, between 12 and 2) you are likely to have quite a short staffing situation at that time. By shortening the lunch to 30 minutes you gain quite a lot of resource during lunch, helping you meet service levels.
So, breaking up the lunch period would be a win / win.
Weimer Communications Inc.
Lead Product Management
1. At any point of time not more than 50% of your workforce should be on break, this would ensure your customers are serviced even though they might spend a longer time in the queue (again this is dependent on your call volumes).
2. Have a reliable break tracking mechanism, impossible without relying on some kind of a software that can manage this.
SAB Ltd South Africa
1st break 15minutes starting 2hrs from start of shift
2nd lunch 45minutes starting 3hrs from end of 1st break
3rd break 30minutes starting 2hrs from end of lunch break
I know , that's an awful lot of break time (it's what I inherited)
a typical shift span with breaks looks like this
09:00 - 09:15 (1st break)
12:15 - 13:00 (lunch)
15:00 - 15:30 (2nd break)
Of course....whilst Erlang C has shortcomings, it's a pretty good base for identifying best times for breaks etc.
Our collectors have a 7.5hr day. They have 30mins for lunch between 12.30 - 13.00 and 15mins at 3pm. We stagger the lunch breaks and 15min breaks so that everyone isn't off at the same time to make sure we have enough staff to maintain a good service.
I have found this works well and the staff enjoy having a break in the afternoon. I would suggest if your team are happy to split their break up that you could try it for a trial period of a couple of weeks and see if it has any adverse affects?