Holiday Allowance

Hi

I am new to posting on here but after reading through some posts and seeing how helpful everyone is thought that I would post a question that I was hoping somebody could either answer or point me in the right direction.

I have been recently tasked with looking at current holiday and sickness levels across several call centres as these have been having an impact on the recent service levels achieved. (All under target). My question is, is there an industry standard for % agents that can be off on holiday per day or what would be the best way to work out what % of agents we could afford to have off before having an impact on service levels?

Thanks

Pretty much answered by the above, but here is my tuppence worth

365 days in a year
less 104 weekends (assuming you work 5 days out of 7)
less 8 bank hols
= 253 working days

Our guys get 25 days hols generally (dependant on service) so that equates to about 10%

If you just set your holiday allowance at 10% then, by definition, if it is not used up some months then you will have to go over on other months to actually allow agents to take their hard earned hols. I set mine at 15%, but this was flexible and was sometimes reduced or increased dependant on volumes and seasonality.

As an example, I gave a monday off in lieu of working Saturday (and making up some additional hours during the week) so the Monday hol allocation was reduced.

Your own figure depends very much on your own business cicumstances

Flexibility and open & honest commumication with your staff is vital in making any holiday policy work, otherwise as 2Plan (can that be your new nickname?!) mentions above then an unexpected bout of sickness can occur.