Hi, I run an outbound sales teams and recently have had an issue with a member of staff regarding sickness. Does anyone count sick days as days worked or do you deduct them off days worked? I was under the impression they should be left as a working day so that employee is at no advantage regarding conversion etc and also that employee would then have to make up his/her lost sales to meet their target?
Any advice would be appreciated.
Cheers
Hi Bezza
An employee’s target should not be impacted by sickness. They are employed to do a job / hit a target and having a cold for a couple of days should not mean that that member of staff has a reduction in their target. This would set a very dangerous precedent for the rest of the team and the business as a whole.
If the illness is longer term and person in question has an annual target then you need to make a sensible decision based on the continued motivation of that member.
Hope this helps
Jason
In an outbound center, for that matter any center, one needs to ensure that the sickness and leave structure should be well explained to the team members and how it will be calculated. What I do in my center is , If any of the agents do take leave on a Friday or Monday , their pay will be deducted for three days ( fri/ mon and sat and sun ). The sick leave day will also be counted for calculating conversion percentage. However we need to ensure that the agents are always motivated for the job done on a daily basis, hence, I have incorporated attendance-sick leave in my Incentive tracker. This has given me a peace of mind as well as good returns. Bear in mind it also depends on what you say and how you say it. A stitch in time saves nine !
Hi Bezza,
How was their contract set out? What was the expectation set at the outset of the year?
I use a business score card which not only takes into account sales conversion but also sickness, adherence, productivity and effectiveness. It has produced some excellent results in both management of the team and sales results themselves.
I don't know if this will be help but happy to share the scoring mechanism if you want?
Sue
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