Absence / sickness targets

Call Centre Helper Forum » Call Centre Management

(5 posts)

what targets do members have in place for sickness and do you have separate targets for short term and long term absence? I tend to focus more on ST and repeat offenders. Currently I have a target in pleace of 5% ST and 5% LT - is this representative?

Posted 2 years ago

mathewe2s

Ideally nobody sets a target for sickness , however if the sickness instances increases the employee should be referred to the company doctor. If the company doctor and the employees statement do not match then the employee is in trouble ! Ideally we have 2 % sickness in the call center's . Anything more than 3 instances of sickness is a serious concern .

Regards
KM

Posted 2 years ago

lgardner

Many thanks - my question was relating to % of the total workforce to build into WFM. Agree that individuals would not be given targets.

Posted 2 years ago

JontyPearce

This BBC article gives an average of 6.7 days per employee in the UK in 2006 (this is around 3%).

I would expect the figure to be higher in call centres, so 5% would seem like a reasonable estimate.

I would expect the figure to be higher in the winter half of the year with more colds and flu around.

http://news.bbc.co.uk/1/hi/business/4770053.stm

Posted 2 years ago

Yasir

Businesses tend to have an absence target, however I would recommend you cross reference target with actual absent data. We look at absence (6%) as a hole regardless of short or long term.
Looking at historic data enables you in most cases pin point absent highs within a year and in some cases understanding the possible causes e.g. holiday season, sporting events, school breaks, winter etc..
In an ideal world we would like a 0% absence, but looking at historic data may help you to put some procedures in place for some areas with higher absence then other.

Posted 2 years ago

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