Working night shifts, long hours or broken shifts can cause fatigue in contact centre workers.
Several work and non-work factors are related to fatigue at work including:
- inadequate amounts of sleep due to any cause (e.g. medical disorders, long commuting times, extended work hours and overtime)
- disruption to sleep cycles
- poor quality sleep
- emotional issues
- lifestyle factors.
Employers can minimise the effects of fatigue on their staff by:
- ensure rosters provide an opportunity for a continuous seven to eight hours sleep in each 24 hour cycle
- limit overtime as much as possible
- provide adequate rest breaks, based on task demands and length of shifts
- encourage workers to take regular and frequent breaks away from their desks in addition to scheduled and personal breaks
- ensure adequate staff to meet peak periods and staff absences, including annual or sick leave
- allow workers flexibility in shift rosters.