When you read the personal accounts of call center workers, the text always reads about how they are chained to a desk or leashed to their work-station. How horrible and slave-like. The truth is that call center workers feel they need to clear their head. A walk down the hall works miracles. A trip to the bathroom can be the break from heaven. Taking a walk in nature works well too. These long days tied to a desk may be the reason for high attrition rates. Perhaps more worker freedom to take breaks whenever and for as long as ever would solve the problem.
But, then what happens when you work overtime and your boss doesn’t change your break time? Then you might really lose your mind.
Having a wireless headset allows you to walk around the room a bit between calls — how liberating.
Some agents clear their head by visiting places they’ve always wanted to go — but, online. Dubai, Stone Henge, Las Vegas, Paris, etc. Basically anywhere other than Manila!
I think that there should be professional clients who are pleasant to talk to. Every hour, each agent should get to talk to a really pleasant client. Maybe a female with a soothing voice, or perhaps somebody very caring, or sexy.
Personally, I have been doing calls for decades and realize how important it is to talk a nap, have a meal or take a walk in the middle of a work day. I am not advocating the Spanish siesta system. But, I do something similar with three or four hours off in the middle of the day. But, then I work all night!