August 16th, 2019
We here at EverStaff found a great article from Contact Center Pipeline about reducing absenteeism. Getting 100% attendance from all your employees is not possible, however there are steps that a company can take to prevent absent employees and stop a problem before it starts.
Absenteeism Is a Pain
FROM THE JANUARY 2019 ISSUE OF CONTACT CENTER PIPELINE
BY ERIC BERG
Jan 16, 2019
Absenteeism is a pain; we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism.
A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism. Suffice it to say, there is no perfect solution. When you figure in differences in cultures, customers, contact types, B2B vs. B2C, expectations and leadership, it just gets more complicated.
Although nearly every call center will require some level of customization to address absenteeism, there are common issues and solutions that come up again and again. In this article, I outline some of the universal causes of excessive absenteeism and the solutions that often help. Not every case will fit your center, but there may be ideas here that will provide you with some relief and guidance.
Click here to read the rest of the article.