Don’t Waste Time! Take These 3 Steps to Stop Break Time Abuse

Written by KOVA Corp

contact center management tips

Every busy contact center relies on careful scheduling. As a manager, you make sure you have adequate staffing for peak times, and you’re working hard to minimize attendance issues with a strong work environment, good employee/manager relationships, recognition and motivation, and adherence to disciplinary procedures.

But right in the middle of each day, when your call volume is likely at its peak, you have a problem: lunch breaks. How can you give your employees the break time they need without hurting your call time and the floor morale?

It is easy to allow break time abuse to get out of hand. Busy, distracted managers are attending to personnel and call issues while employees are frustrated by hunger and fatigue. As a floor leader, you set the tone and hold the key to getting the issue back in hand. Here are three suggestions to help you stop break time abuse and get your mid-day breaks running smoothly.

1. It starts with communication.

Good contact center management is about a relationship, and every relationship is built on strong communication. Take time to communicate to your associates what your expectations are – exactly how long is each break, where it should be taken, and how breaks are scheduled.

Don’t forget to explain the ramifications of break time abuse; your employees have likely never considered the effects on not only fellow teammates but also on the company production. Without blaming or making an example of any one individual, share some examples of how break abuse trickles down to hurt subsequent employees, robbing them of the break time they need. Share data on the call cue effects, how much longer wait time grows when staffing is inadequate due to break time abuse.

Finally, tell your team what the individual consequences of break time abuse will be – loss of later break time, warning, write up, or other disciplinary procedure. Be clear yet professional so there are no misunderstandings.

2. Identify individuals with chronic break time abuse.

The majority of break time abuse is simple lack of work habits. New employees may never have developed the discipline of conscientious time management at the work place. For these employees, additional coaching, reminders, and mentoring can go a long way toward developing a stronger work ethic and professionalism that will benefit the company as a whole.

As a rule of thumb, one of the best ways to gauge how your employees are spending their time is to keep an eye on their performance. This doesn't have to be limited to designated performance reviews, either. If you suspect someone of slacking off, don't hesitate to check up on the quantity and quality of their work if you feel it necessary.

3. Build strong relationships.

Keep looking at your contact center as a team with shared goals and vision. Emphasize that shared team vision not only by frequent coaching sessions but also by contributing to the teamwork yourself. Let the employees see you, as the leader, being the first one at the shift and the last to leave. Make the hard choices, take the tough calls, and give the team the recognition it deserves for its achievements.

Because when it comes down to it, strong contact centers are the result of that strong team relationship, each member doing his best to achieve results. Through great communication with your team, guidance for employees who are struggling with time management, and sharing your vision with your team, you can eliminate break time abuse in your contact center.

We here at KOVA can help you achieve your contact center time management goals as well. Our Verint Media Recorder Workforce Management software can help you get a strong handle on scheduling and employee training. Contact us today for more information about how KOVA can make your contact center even better.

Is Your Organization Ready to Optimize their Public Safety Systems?

eyeusers