What is Break Time in a Call Center?
Break time in a call center refers to scheduled periods when agents are allowed to pause work for rest, meals, or other non-work-related activities. These breaks are essential for maintaining productivity, morale, and mental well-being.
Why Break Time is Important for Agents
– Reduces burnout and stress
– Improves focus and performance
– Helps maintain compliance with labor laws
– Supports mental health and job satisfaction
Types of Breaks in Call Centers
– Scheduled Breaks: Short 10–15 minute breaks assigned during a shift.
– Lunch or Meal Breaks: Typically 30 minutes or longer.
– Auxiliary Time (AUX): Time logged by agents for activities like training, meetings, or restroom use — not counted as formal break time.
Break Time and Schedule Adherence
Managing break time well is essential for schedule adherence, ensuring that enough agents are available to meet service levels while others are on break. Workforce management tools can help stagger breaks efficiently.
Compliance and Labor Laws
Most countries and states have labor laws that dictate minimum break periods for employees. Failure to comply can result in penalties and reduced employee satisfaction.
Best Practices for Managing Break Time
– Use WFM tools to automate and balance agent breaks
– Provide flexibility while meeting service level goals
– Track AUX codes to distinguish between breaks and other non-call activities
– Educate agents on the importance of returning from breaks on time
Related Topics for Further Reading
– Schedule Adherence
– AUX (Auxiliary Time)
– Workforce Management (WFM)
– Agent Wellness
– Call Center KPIs
