More Contact Centers Are Choosing To Stop Marijuana Drug Testing

For decades – one of the last steps before a Customer Service Representative (CSR) was officially hired was a drug test that included screening for traces of THC – the main psychoactive compound in cannabis that produces the ‘High’ sensation.

These days – attitudes toward the use of cannabis have shifted.

74% of Americans now live in one of 38 states and Washington D.C. that have legalized the use of marijuana medically / recreationally or both.

States are also passing employment laws protecting workers’ use of cannabis products when they’re off the job:

• Washington & Nevada have passed laws that prohibit employers from making hiring decisions based on pre employment testing for marijuana use.
• New York / California / Montana / New Jersey / Rhode Island prohibit testing employees for marijuana use and discriminating against those who engage in off duty use of cannabis products.
• Connecticut prohibits testing for marijuana use unless there is a reasonable suspicion that the employee was impaired while at work.

On the other hand – there is currently no federal law that prevents drug testing job applicants or employees for cannabis use – and many states leave the decision up to the individual employer.

This has created a ‘Gray Area’ for employers.

A growing number of Contact Centers – particularly those operating sites in multiple states with different marijuana use laws – are dropping cannabis drug testing entirely.

Employers Attract More Job Applicants Advertising That They Don’t Require Marijuana Drug Testing

eCommerce Giant Amazon – the 2nd largest private employer in the USA – advertises that they don’t test candidates for marijuana use (for any positions not regulated by the Department of Transportation) – and this strategy has boosted job applicant volume 400%.

The company continues to test potential employees for hard drugs like methamphetamine / cocaine / heroin / opiates – and while they’re now a ‘Weed Friendly’ workplace – Amazon has zero tolerance for employees working stoned – and conducts ‘Impairment Checks’ on the job.

“If an associate is impaired at work and tests positive due to reasonable suspicion, that person would no longer be permitted to perform services for Amazon.”

• Home Depot – the 6th largest private employer in the USA – has removed cannabis use from pre employment drug screening.
• General Motors no longer tests job applicants for marijuana use – stating that relaxing their drug testing policies is just another way for them to expand their pool of candidates.
• Franchise gyms Planet Fitness & LA Fitness have dropped all drug tests for employment.
• Quick service restaurant chains Chipotle / Starbucks / In-N-Out Burger / Trader Joe's no longer require passing drug screening to gain employment – and they no longer randomly test their workers either.
• Supermarket chains Whole Foods & Sprouts no longer drug test job applicants or employees.
• Retail chains Walmart / Dollar General / Dick's Sporting Goods / Michael's / GAP no longer require pre employment drug screening or random employee testing.

Many Contact Centers Are Taking A ‘Live & Let Live’ Approach – Adding Cannabis Use To Their ‘No Alcohol On The Job’ Policies

These Contact Center employers feel that it’s enough of a challenge just getting ‘Butts In The Seats’ – and they can’t be worrying about what their CSRs do in their spare time – just as long as it doesn’t affect on the job performance.

Additionally – an increasing percentage of younger job seekers believe:

“What I do in my personal time is my own business, and by forcing a marijuana pre hire drug screen, the company is infringing on my personal rights. I can drink alcohol until I pass out, as long as I don’t do it or are under the influence at work. If I’m not high, or getting high at work, why should my employer care what I do in the confines of my home, on my own time?”

It’s becoming more difficult to find CSR job applicants willing to agree to pre hire marijuana testing.

Employers who take a hard line approach to marijuana use may have more difficulty getting enough qualified employees to work for them.

There Are Some Contact Centers – Mostly In High Tech – And Based In States Where The Recreational Use Of Cannabis Is Legal – Who Allow Their CSRs To Use Marijuana On The Job

On the job cannabis use has been a Silicon Valley ‘Open Secret’ for years.

Companies like Apple / Google / Microsoft / IBM / Facebook / X (formerly known as Twitter) don’t drug test job applicants or employees.

Point of Sale Software maker Flowhub specifically advertises their Tech Support Contact Center workplace as ‘Weed Friendly’.

These employers believe that the consumption of marijuana improves the focus / productivity / efficiency at which their CSRs perform tasks.

Studies show that THC influences brain activity – and that cannabis users make more use of certain portions of their brains – particularly the regions controlling cognitive functions / reasoning / creative thinking.

A recent study conducted at Colorado State University found that cannabis use enhanced Empathy – positively affecting the ability of a person to recognize & process the emotions of others.

Cannabis users were better able to identify negative emotions. They were particularly good at knowing when someone was mad.

In Contact Centers – Empathy / Rapport / Trust are essential for handling complaints – avoiding / diffusing conflict – reducing churn / retaining customers – developing customer solutions – winning new business.

Under Federal Law – Cannabis Use Remains Illegal – So There’s A Solid Foundation Of Contact Centers – Mostly In Banking / Finance / Insurance / Health / Government / Public Safety (And Those With Federal Contracts) – Maintaining Zero Tolerance Policies

Some businesses also have insurance & liability concerns – reason enough for them to continue drug testing CSR job applicants for marijuana use.

But even the CIA / FBI / U.S. military have recently reduced the time its applicants are required to refrain from using marijuana before seeking employment from one year to 90 days – and giving applicants a second chance to pass a drug test after failing a first one.

An increasing number of Contact Centers are adapting their pre hire drug testing policies in this new cannabis friendly economy.

Drug testing job applicants or employees for marijuana use might be outdated / counterproductive for your Contact Center.

As cannabis legalization continues – and more people spark up on a regular basis – highlighting that your company is a ‘420 Friendly’ workplace – that doesn’t test job applicants or employees for marijuana use – can motivate more individuals to apply for your CSR jobs – and keep your Contact Center fishing from a deeper labor pool.

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