Hello, I can only suggest that a line is drawn in the sand, in other words actions are taken to ensure everyone is aware of the policies and reasons for disciplinary action - what actions will trigger the action and the steps involved.
You may require legal advice - we have an employee handbook which all employees are referred to by email every few months - paticularly when it has been updated or changes have been made. It is also available on the intranet and forms part of the contract of employment Amoungst other things this detials the disciplinary procedure / Appeals process.
You need to ensure that all managers treat agents in the same way and measure things in the same way to avoid these issues - if some managers are not doing this - then I would say they themselves should be disciplined - or given the support and training required to enable them to fairly ensure policies and procedures are followed - and know how to then take action when they aren't.
Go back to basics first - review what needs to be addressed - ensure the process is clear and those affected understand the policy and the potential consequences of failing to comply - and that any disciplinary action is clearly defined in terms of what actions a manager should take - what supporting evidence is required - what steps should be taken to support the employeee - what time frames are involved and so on.
For formal disciplinary action we have a member of the HR team at the meeting which the team lead (or manager) leads - the HR person takes notes and is there to ensure the agent is treated fairly - we usually adjourn and the manager can consult the HR rep to determine fair action / next step - this can also help to ensure consistency between different managers.
Potentially also the HR department or a seniour manager can ensure that all managers are addressing the key issues / policies and addressing any short-falls or unecessary action.
Hope thi shelps a little.
