Two Types of Overtime
Research shows that overtime is often associated with increased stress. Long hours can mean fatigue, physical discomfort, lack of time for family and personal responsibilities, and burnout.4
“Good” Overtime
Still, many telecommunicators appreciate the opportunity to work extra shifts. Increasing hours at work may decrease financial stress, and this is a balance every telecommunicator needs to find individually. So overtime is not necessarily a bad thing—if it's voluntary.
“Bad” Overtime
On the other hand, mandatory overtime is what researchers call a “toxic stressor.” It has all the negatives of any overtime work. But in addition, it also decreases employees' control over their jobs and makes it hard to predict and plan for their lives outside of work.
Eliminating overtime may not be realistic for your call center, but you can make an effort to limit the most toxic effects of overtime. On the next page, you'll find strategies call centers use to reduce “mando” and give employees the control and predictability they need.
A Vicious Cycle
Overtime and stress can produce a vicious cycle. The more stressful things get, the more absenteeism you'll probably see, which leads to more overtime and even more stress.
Fortunately, some of the steps you can take to reduce stress overall can also help reduce the need for overtime. Understanding and addressing the causes of call center stress can help you keep staff coming to work.
In addition, to reduce overtime needs caused by illnesses “going around,” you can hold a flu clinic in your call center. To reduce overtime needs caused by training on new technology, use best practices for new technology implementation.
