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What is an acceptable amount of call center break time?

What is an acceptable amount of auxiliary time for coffee/restroom breaks in the call center?

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Your break time in the call center depends on your shifts and, if you have a union, any negotiated agreements. Typically, call centers have two scheduled 15-minute breaks for a full eight-hour shift. You may allow small amounts of other unscheduled time for restroom or coffee breaks, but you will need to build that into your overall off-phone time budget and your adherence tolerance. Acceptable time for ad hoc coffee or restroom breaks can vary depending on where these facilities are in relation to the call center.

This was first published in October 2008

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