Problem solve
Get help with specific problems with your technologies, process and projects.
What is an acceptable amount of call center break time?
Lori Bocklund gives advice on how much call center break time and auxiliary time to allow depending on call center shifts and other factors in this tip.
Continue Reading This Article
Enjoy this article as well as all of our content, including E-Guides, news, tips and more.
Step 2 of 2:
What is an acceptable amount of auxiliary time for coffee/restroom breaks in the call center?
Your break time in the call center depends on your shifts and, if you have a union, any negotiated agreements. Typically, call centers have two scheduled 15-minute breaks for a full eight-hour shift. You may allow small amounts of other unscheduled time for restroom or coffee breaks, but you will need to build that into your overall off-phone time budget and your adherence tolerance. Acceptable time for ad hoc coffee or restroom breaks can vary depending on where these facilities are in relation to the call center.
This was last published in October 2008
Dig Deeper on CRM strategy and implementation
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.
Meet all of our Customer Experience experts
Start the conversation
0 comments