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Zach Reid
Member - 2 posts
hi folks, not sure on this one, so thought i would ask anyone if the knew the answer. I have checked various sites for the answer and cant find it, so unsure if i am just missing it.
what i am looking to find out is the legal side to a working week for a call centre agent.
we operate a shift pattern that is subject to change every month though its not a big change and we do try to keep rotations consistent however it isnt always possible for everyone. Our operational hours are Monday to Sunday, and there has been times where agents will be off two days mid week and in the weekend and then 5 days the following week from monday giving them the following weekend off, so technically they will be working the odd time on 8 days in a row, 3 from previous week, the following week 5 straight away. Agents are made aware if they feel this is too much and want to change this we will try and accomodate them, but rather than say anything, they tend to vent there anger at this shift pattern to others and its now been mentioned that it is illegal to make them work more than 48 hours in the one block. so i would like to address this and feedback to my team as well as my manager who sets the hours
hope this makes sense and thank you for any advice you can offer.
Rgds
Zach
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Zach Reid
Member - 2 posts
Whilst we are taking about breaks, what about toilet breaks. We are an inbound call centre and people tend to disapear for a log period of time, this just happens to be when we have a high call volume coming in. Other examples are that they are just back there lunch or break, using up there allocation, then disappear to the loo for another 10 or so minutes. this could be anything up to 4 and 5 times a day. can we ask that they confine there loo visits to the break times, or is there a legality that would prevent this
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