Contact Centre Research

Absenteeism is a Big Problem for Contact Centre Supervisors

What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers

Published On: 10th Feb 2014 10:10 - Modified: 19th Jan 2026

In a recent poll, we found that absenteeism was the greatest difficulty for contact centre supervisors and managers to overcome, with 29% of the vote.

However, it was only marginally ‘in-front’ as it was closely followed by keeping the right agents and the struggle to consistently hire the right agents, each receiving 25% of the votes cast.

What is the greatest challenge faced by contact centre supervisors/managers?

Answers

Absenteeism? – 29%
Too much time spent on performance mgmt? – 16%
Consistently hiring the right agents? – 25%
Keeping the right agents? – 25%
Poor training pass rates? – 3%

Source: Call Centre and Contact Centre Community Linkedin group poll Sample size – 31 Date: September 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Absenteeism is a Big Problem for Contact Centre Supervisors

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