Absence Reporting - What Works For You

Call Centre Helper Forum » Call Centre Management

(3 posts)

Hi all

I'm new to all this so my apologies if this has been expored recently. Anyway, here goes...

What is the absence reporting procedure that your CC uses for your agents? My firm, a large, multi-national investment company, simply allows agents to call their Team Manager's mobile phone.

How does your department manage absence reporting, and what are the advantages and disadvantages of your approach compared to my current approach. Has there been any research in to how the absence procedure effects the absence rate? Have you had any success stories that yiou'd be willing to share with me?

I should add that the CC is around 120 seats with no less than 140 employees, and we have a central planning team of three full time staff and three part time staff.

What do you reckon?

Thanks
Bill

Posted 7 months ago

Bunnycatz

Hello Bill,

firstly check out the 'Tips tab' on this site for an article on Absence management.

The process my company uses is that we hve an absence line set up - which the employee must call no earlier than 3 hours before they are scheduled to start work but no later than 1 hour before shift start time. They leave message with their name, department and reason for absence - this information is collated by HR or workforce management and the account updated. The employee must also then call their line manager during the day.

This process must be followed until a sick line is recieved in the event of an absence of more than one day.

I suppose the advantage of this process over yours is it is a little more formal.

I beleive it is important to conduct a return to work interview as soon as the person returns to work - if you dont then potentially they may feel you dont care or an absence is no big deal.

We also have a disciplinary process around absences which is detailed in an employee handbook but I always clarify when doing the return to work. As a result of this I have had to let people go due to high absence levels - I'll never forget one agent who said 'but I was sick.....' It can be a hard thing for people to fully understand the Business impact absence has :O(

I look forward to seeing what other members have to say :O)

Posted 7 months ago