Navigating Fatigue in Contact Centres: A Worker's Insight

For those of us working in contact centres, the challenges of night shifts, extended hours, or irregular schedules can often lead to fatigue. It's crucial to recognize the factors contributing to fatigue and understand how employers can play a role in minimizing its impact on our well-being.

Factors Influencing Fatigue:

Fatigue can stem from various work and non-work factors, such as:

• Inadequate sleep due to medical issues, long commutes, or extended work hours
• Disruptions to sleep cycles
• Poor-quality sleep
• Emotional challenges
• Lifestyle factors

Employer Strategies to Combat Fatigue:

Employers hold a key role in mitigating the effects of fatigue on their staff. As workers, we benefit when our employers:

• Ensure rosters allow for a continuous seven to eight hours of sleep within each 24-hour cycle
• Limit overtime whenever possible
• Provide ample rest breaks tailored to task demands and shift duration
• Encourage regular breaks away from desks, supplementing scheduled and personal breaks
• Maintain sufficient staff levels to address peak periods and cover absences (annual leave or sick days)
• Allow flexibility in shift rosters to accommodate individual needs.

These measures contribute significantly to creating a work environment that values our well-being and recognizes the importance of managing fatigue.

Specific Challenges for Contact Centre Workers:

In addition to overall fatigue, those of us in the contact centre industry may also encounter specific challenges like visual fatigue and vocal fatigue. These issues highlight the importance of employers considering the unique demands of our roles and taking proactive steps to address them.

By fostering a workplace culture that prioritizes sleep, manages work hours sensibly, and offers support for individual needs, employers contribute to the overall health and resilience of contact centre workers. As workers, it's essential to communicate our needs and take advantage of the resources provided to ensure a balanced and sustainable work experience.