I work for a leading bank and used to run a very large contact centre with more than 2000 employees. A decision was made to block Facebook as we were “apparently” losing productivity.

I challenged this as being absolutely nonsense. Unsurprisingly the morale went down considerably. An leavers went up.

To say that everyone sits at work and works at 100% for 7 to 8 hours a day is living in cloud cuckoo land. No one can. I am a Senior Manager and I know I can’t.

I agree that people shouldn’t use this when dealing with customers, however what is wrong with people using this between calls?

I think we lost much more money by staff attrition and the cost of re-training and learning curves due to this decision.