Comfort Breaks

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Comfort Breaks
I am managing a call centre which is in the process of expanding from a small call centre - 40 agents to medium over 100. We will not be getting a call management system such as Teleopti so are having to resource manually via spreadsheets and the real time management team. We are struggling with thinking of how to manage comfort breaks with the team, when we were smaller we had 1 agent per team at a time, but with teams of over 17 people we can no longer enforce this rule. Interested in how other call centres manage this.

There is some intere...
There is some interesting insights in the following article about how the DVLA manage both scheduled and unscheduled break time, which may be helpful:

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