IDLE TIME
But with automation and emerging AI technologies, idle time can be transformed into opportunities to streamline operations, raise agent engagement, and recapture unused productive capacity.
IDING IDLE TIME
Idle time occurs when incoming call volume is lower than expected or when staffing level exceeds demand. As a result, it has a significant impact on operations and costs.
For agent teams numbering in the hundreds or even thousands, the labor cost aspect of nonproductive seconds and minutes adds up quickly, leaving managers scrambling to justify or recalibrate staffing levels while struggling to maintain consistent customer service quality.
To achieve meaningful improvements, contact centers need to understand the root causes of idle time. The first step to extracting more value from agent idle time is to identify what’ s driving it. A“ problem-out” approach is essential. Leaders need to ask the right questions:
• Which times of day are prone to low call volumes?
• Are shifts misaligned with demand peaks?
• Is there a bottleneck in the handoff between automated systems and human agents?
MAKING IDLE TIME PRODUCTIVE
The second step for contact centers to take is to see where action is needed and then review and decide on the right opportunities and methods to best utilize idle time.
Shrinkage- defined in the industry as the time agents are on the clock but not actively handling customer interaction- is a point of focus. According to the same Metrigy survey mentioned earlier, companies allocate an average of 26 % of agent time for shrinkage: and that share is rising as the need for ongoing training and breaks grows with the increasing complexity of contact center roles.
When managed effectively, idle time can provide opportunities for personal development and wellbeing initiatives that strengthen agent engagement. Here are three ways contact center managers can derive value from idle time.
1. MICRO-TRAINING AND LEARNING MODULES
Automation can deliver targeted training during idle periods, offering agents quick learning sessions that improve their skills without taking them away from active service.
We now have technologies capable of identifying and aggregating brief instances of idle time across agent teams and using that time for productive use. Like for refreshers on company policies, product updates, training, or soft skills coaching. These short bursts of professional development activities help employees stay sharp and ready to handle complex interactions when call volumes increase.
Emerging technologies like AI and machine learning-powered training programs and real-time call data monitoring can help personalize learning plans, identifying areas where individual agents need additional support and automatically scheduling micro-training during downtime.
This kind of targeted development will foster continuous growth and give agents a sense of accomplishment and purpose even during slower shifts.
WE NOW HAVE TECHNOLOGIES CAPABLE OF IDENTIFYING AND AGGREGATING BRIEF INSTANCES OF IDLE TIME...
2. ONE-ON-ONE MENTORING
Idle time is a great opportunity for mentoring sessions between agents and their supervisors. Regular one-on-one meetings build trust, provide constructive feedback, and reinforce the agent’ s stake in the organization’ s success. These interactions also help managers stay abreast of agent morale, both individually and collectively.
3. MENTAL WELLNESS BREAKS AND BURNOUT PREVENTION
High-stress environments like contact centers require proactive measures to prevent burnout. Newly available technology systems can monitor agent performance and engagement levels and reference them against benchmark data to identify early signs of stress or burnout.
When idle time is detected, the system can propose a oneto-one session with a supervisor or offer a surprise break or mental wellness activity, helping agents recharge before their next call: and heading off costly attrition before it happens.
Wellness breaks are not just beneficial for the agents; they also improve service quality, as refreshed employees are more likely to handle customer interactions with empathy and patience. A focus on mental wellness during downtime ensures agents are motivated and ready to perform their best throughout their shifts.
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