Call Center Management: Showing Your Night Shift Agents That You Care

OABPO Blog Team Published on February 20, 2015 Last updated on November 20, 2022

It’s not hard to imagine how difficult working on a night shift is. Performing a stressful job during the ungodly hours of the day can take a toll on the third shift employee’s health.

If you’re responsible for call center management of night shift agents in a call center in the Philippines, you don’t want any form of stress to affect your agents’ productivity. How then can you make sure that your call center agents become effective despite working on a night shift?

Challenges of Working the Night Shift

call center management sleepy agent yawning

Stress is common among call center agents. But night shift agents experience twice the amount of stress because their work schedule disrupts their normal sleeping pattern or circadian rhythm.

Sleep deprivation can lead to several unfavorable outcomes, such as inability to think critically and make sound decisions. Switching to a day schedule on their days off or going on rotating shifts, however, can only worsen these effects.

Mood disorders are also common among people who don’t get to have normal amount of sleep. On top of these, working on the third shift predisposes call center agents to improper eating habits and lack of exercise, which can cause cardiac problems and other health issues. The lack of social interactions with family or friends and time for recreational activities can also affect the emotional and psychological well-being of night shift workers.

What You Can Do to Help Your Personnel

Your company’s call center management strategies must include mandates aimed to help your night shift agents. Coordinate with your company’s healthcare unit employees and give your agents short lectures on how to adjust easily to working the night shift.

call center management team leader helping customer service agent

Emphasize the need to establish sleep routines, such as modifying sleep environment or setting a sleep schedule, so they can get complete and continuous rest. Discussions on how they should be mindful about their food choices and caffeine intake should also be present.

As much as possible, keep shift variances to minimum. Frequently shifting between day and night shifts will only result to agents sleeping at their workstations. Night shift agents face the burden of scheduling their social activities on rest days since their family and friends follow a different schedule. Don’t make it more difficult for them by demanding them to go overtime or render additional shifts.

During slow hours, think of activities that can keep your agents busy. For example, you can hold team meetings or coaching sessions during low call volume hours. So long as your agents can still take their breaks, productivity wouldn t be an issue.

You can also help agents stay alert by making use of full spectrum light bulbs at the production floor. Bright lighting conditions can mimic natural light and send signals to the brain to change the individual’s circadian rhythm. Giving agents complimentary gym membership discounts and encouraging them to make time for exercise is another way of exercising your role as employee advocate.

If you manage night shift workers in your call center, you have the responsibility to keep them motivated and productive. This can only be achieved if they stay active and healthy despite following a difficult work schedule. Focus on the special needs of your third shift workers and show them that you care. Being sensitive to these demands will let you have employees that are both efficient and in good shape.

It doesn’t matter if a business is halfway around the world. Outsourcing night shift agents can help owners provide the best customer experience for any brand.

Open Access BPO is a premier call center helping out businesses with their customer support and back office services. Contact us today.

 

Read More

One response to “Call Center Management: Showing Your Night Shift Agents That You Care”

  1. Alwin Aguirre says:

    I can attest to the stress related to working in the night shift. I’ve been part of the call center industry for quite sometime and experienced it myself. You’re spot on in sharing that call centers should provide proper education to agents as far as adjusting lifestyle, sleep patterns, food, etc. Back then when I was still in the industry, we never had such discussions and we’re left to figure out how to cope with stress on our own.

Join us on facebook
Open Access BPO 16 hours ago
#SocialMedia has become an essential tool for brands establishing a connection with their customers.
𝗛𝗼𝘄 𝘀𝗵𝗼𝘂𝗹𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗯𝗲𝗵𝗮𝘃𝗲 𝗶𝗻 𝘀𝗼𝗰𝗶𝗮𝗹 𝗺𝗲𝗱𝗶𝗮, 𝗮 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗱𝗼𝗺𝗶𝗻𝗮𝘁𝗲𝗱 𝗯𝘆 𝗶𝗻𝘁𝗶𝗺𝗮𝘁𝗲 𝗽𝗲𝗿𝘀𝗼𝗻-𝘁𝗼-𝗽𝗲𝗿𝘀𝗼𝗻 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀?

Find out some useful tips here: https://buff.ly/eK8cznZ

----------
𝐏𝐫𝐨𝐯𝐢𝐝𝐞 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐭 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐰𝐢𝐭𝐡 𝐨𝐮𝐫 𝟐𝟒/𝟕 𝐦𝐮𝐥𝐭𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐢𝐧 𝐨𝐯𝐞𝐫 𝟑𝟎 𝐥𝐚𝐧𝐠𝐮𝐚𝐠𝐞𝐬.

Start elevating your brand's service standards today: https://buff.ly/E4ypAtc

#WeSpeakYourLanguage
#CX #CSat #CustomerService
#SocialMediaCustomerService
Open Access BPO Yesterday
Today, we celebrate Eid al-Fitr, marking the end of a month of reflection, prayer, and community.

We at Open Access BPO extend our warmest wishes to everyone celebrating.
May this Eid bring you and your loved ones happiness, peace, and prosperity.
We hope you enjoy this special time with family and friends.

Eid Mubarak!

#WeSpeakYourLanguage
#OABPOholidays #EidAlFitr
#EidAlFitr2025
Open Access BPO Yesterday
𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗠𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 #𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗿𝗲 𝗶𝗻𝘀𝗲𝗽𝗮𝗿𝗮𝗯𝗹𝗲.

These statistics, pooled from various surveys among customers, show why every business needs a team to screen, evaluate, and manage all online content to ensure your brand maintains a good online reputation: https://buff.ly/MpBUNv4

----------
Outsource your #ContentModeration needs to a trusted partner: https://buff.ly/PRIUd8B

#WeSpeakYourLanguage
Open Access BPO 4 days ago
#CustomerLoyalty is a privilege businesses strive to achieve.
𝗔𝗿𝗲 𝘆𝗼𝘂 𝘀𝘂𝗿𝗲 𝘆𝗼𝘂'𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗲𝗻𝗼𝘂𝗴𝗵 𝘁𝗼 𝗸𝗲𝗲𝗽 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘄𝗮𝗻𝘁𝗶𝗻𝗴 𝗺𝗼𝗿𝗲 𝗳𝗿𝗼𝗺 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱?

Take a deep look at the stages of #CustomerLoyalty and see how you can shape your customer experience strategies and get your repeat buyers to continue supporting you: https://buff.ly/mNMdlGq

——————————
Let's create memorable #CustomerExperiences and keep your customers coming back for more: https://buff.ly/0mgDGzC

#WeSpeakYourLanguage
#CustomerService #CX #CustomerSupport
Open Access BPO 6 days ago
A customer-centric support culture is built on a lucid and compelling vision.
A well-articulated 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗺𝗮𝗻𝘁𝗿𝗮 is essential for bringing this vision to life, as it:

• Communicates the intended #CustomerExperience, fostering clarity and understanding.
• Standardizes agent interactions, ensuring consistent brand representation and customer engagement.

The following questions will facilitate the creation of a resonant customer service mantra: https://buff.ly/YMTI4r2

——————————
Get a reliable outsourcing #CX partner with empowered agents who can go the extra mile to deliver exceptional service: https://buff.ly/l4YDYb5

#WeSpeakYourLanguage
#CustomerService #CustomerSupport
#outsourcing