Power Naps Found to Make Call Center Agents More Efficient
Call center agents can easily become overwhelmed, as they are seemingly always on the clock – at least it can feel that way. Call centers have to remain open 24/7 to accommodate a broad spectrum of clients, which means agents may have to deal with difficult clients from anywhere across the globe. It can take a toll in the way of emotional strain, physical exhaustion, and an inability to decompress properly, especially when callers take out their frustrations on the agents.
This leads to fatigue, sleepiness, and ultimately, health problems that could otherwise be avoided. That is why it is now being suggested that, while on their breaks, agents take naps. Breaks are great, but they do not help combat all that is thrown at the agents during their typical shifts ,which is why some companies are setting up lounges and designated nap rooms. Short 10 minute naps are good but, if you can fit one in, a 15-20 minute nap has proven to be more powerful than caffeine.
These power naps offer the rejuvenation that is much needed to complete the rest of the agent’s tasks sharply and without dragging. Customer satisfaction is said to go up based on the brain function of a relaxed agent. If you are an agent who does like their caffeine, it is recommended to drink your cup of coffee right before your 15 minute nap, which will give an overall enhancement. It seems off-base and somewhat atypical, but it is proving to be efficient – and efficiency is what we desire from our call center agents.
At first glance, it may seem like adding nap time into agents’ days would impact staffing, scheduling and workforce management in general but, if the theory is accurate, the efficiency increase could justify it.
Edited by Erik Linask