Fatigue

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.

Workers in the contact centre industry are also likely to experience visual fatigue and vocal fatigue.