Stop Driving Up Your Sickness Levels!

Managing sickness levels in the contact centre can feel like a constant battle, but did you know YOU could be the reason they are going up?

To put the spotlight on this issue, we asked our consultants panel for the processes, habits, and cultural flaws that could actually be driving up your sickness levels.

1. STOP! Encouraging Even More Sitting and Screen Time in the Breakout Room

You want to support your team and help them enjoy their time at work.

To promote relaxation, you buy a wildly popular PlayStation. But in reality, it leads to even more passive screen time, with agents remaining seated during breaks.

Sound familiar?

Why not encourage physical movement and screen-free breaks instead? A ping-pong table, treadmill, or table football could be great alternatives. Some teams even organize monthly competitions (like step-count challenges) to motivate agents to stay active.

Contributed by: Olha Yevsikova, Chief Learning Officer at Qlab

For advice on managing breaks in the contact centre, read our article: Is It Best to Schedule or Free-Style Agent Breaks?

2. STOP! “Encouraging” the Genuinely Sick to Return Too Soon

Stop “encouraging” the genuinely sick to return too soon!

Not only does it pressurize them, it’s a false economy. They may underperform because they’re unwell, need a second period of sickness to actually recover, or, if their illness is infectious, perpetuate sickness overall.

You also leave yourself open to serious complaints, as employers have a duty of care to ensure the health and safety of their employees – including both their physical and mental wellbeing.

This kind of pressure is often systemic and driven by a culture that values numbers over people, where the managers of the sick are themselves under pressure to deliver.

Contributed by: Rebecca Whittaker, Partnership Operations Manager at Customer Contact Panel

3. STOP! Expecting Agents to “Just Get on With It” If They’re Too Hot or Too Cold

Physical working environments play a large role in productivity, engagement, and wellbeing.

I’ve seen and experienced many offices that are either too hot, with no windows open or available air conditioning, or too cold, where the air conditioning is on full and team members are sitting directly under it.

High temperatures and lack of fresh air movement can lead to air stagnating, germs multiplying, and bugs moving from agent to agent. Warm offices can also lead to headaches, nausea and extreme fatigue, meaning that agents may leave early or feel unwell for a day or two.

So, check in with colleagues about their physical environment and what they feel comfortable with. You may not be able to please everyone and some collaboration may be required, but this could be as simple as desk swaps away from the air conditioner, or providing desk fans for those who need to be cooler.

Contributed by: Helen Pettifer, Director of Helen Pettifer Training Ltd and a specialist in the fair treatment of vulnerable customers

4. STOP! Ignoring the Warning Signs Until It’s Too Late

Often there are some warning signs before people have time off due to sickness, which can indicate a bigger issue, including:

• Frequent short term absence, i.e. lots of single days off sick
• A drop in performance or missing targets or deadlines
• Signs of stress or poor health
• Changes in mood or behaviour, such as becoming withdrawn or more irritable
• Working longer hours, or skipping lunch or breaks

The key to managing sickness in a proactive way and in turn driving down sickness levels is to be aware of these warning signals and take an individual and proactive approach in managing them with each team member, such as:

Contributed by: Gemma Carter-Morris, Managing Director at Next Steps Consulting

5. STOP! Thinking of “Hoarseness” or “Voice Loss” as Part of the Job

Agents speak for hours each day in pressured, emotionally charged conversations. Yet the voice is rarely treated as a physical or emotional asset.

Research from the Journal of Voice (2018) shows that occupational voice users like call agents are far more prone to vocal fatigue and injury, especially when breaks, hydration, and voice care are not prioritized.

Presenteeism is another major factor. A 2023 CIPD report notes that presenteeism now causes more damage than absenteeism. Many agents see hoarseness or voice loss as part of the job, not serious enough to report. This mindset delays intervention and allows minor voice issues to become chronic.

To help offset this, build in vocal care, recovery breaks, psychological safety, and more flexible communication styles.

Contributed by: Linsey Dempsey, Founder of EllaVoice

For information on the importance of maintaining a healthy speaking voice, read our article: How to Protect Your Agents’ Voices

6. STOP! Offering Cookies, Chocolates, and Other Junk Food in the Kitchen

I’ve personally visited several partner offices in different countries and, during casual conversations over coffee, was invited to try what they proudly stocked in their kitchens.

The offerings typically included cookies, chocolates, candies, salted nuts, and other types of junk food. In some cases, even chips and soda were available.

The idea of free snacks is close to my heart, but imagine if they were healthy instead – fresh fruits, unflavoured nuts, wholegrain biscuits, vegan treats, or low-sugar options.

These would still show care, but in a more health-conscious way that benefits everyone in the long run.

7. STOP! Prioritizing How Your Office Looks Over Agent Health and Comfort

You want the best and most stylish office environment for your people – but sometimes, in prioritizing aesthetics, it’s easy to overlook ergonomics and health.

I’ve seen beautifully designed offices where desk height and screen positioning didn’t meet basic health standards. In the worst cases, I’ve even seen offices with minimal (or no) natural daylight.

So stop and ask yourself, “Is our beautiful office space compromising our agents’ health and wellbeing?”

Contributed by: Olha Yevsikova, Chief Learning Officer at Qlab

8. STOP! Dishing Out the Same Penalties for “1 Day Off” as “1 Week Off”

When trying to manage sickness – especially when it’s not genuine – some processes can drive unwanted behaviours.

For example, when applying a “Strike” for an occasion of absence, consider whether your trigger levels may inadvertently result in longer absences.

Particularly if the outcome is the same regardless of whether someone is off for a day or a week (and so there’s nothing to lose by taking a few extra days off).

9. STOP! Assuming “It’s Just a Sickness Bug” and There Are No Other Factors in Play

Sickness can be a sign that someone is struggling. Failing to recognize this, and whether it’s a matter of ‘skill or will’, often leads to ongoing performance decline.

Where ‘skill’ is a concern, they may have become disengaged, especially if already in performance management measures. Encouragement, coaching and targets could help them improve and ensure they remain in work.

When there’s a lack of ‘will’, you need to understand why. Are they demotivated through a lack of recognition? Something else work-related? Or external? Here, conversation is key. 1-2-1 sessions, coaching and team meetings can all encourage your team to open up, feel supported and more than just another number.

Contributed by: Rebecca Whittaker, Partnership Operations Manager at Customer Contact Panel

10. STOP! Just Leaving It to the Cleaners to Prevent the Spread of Germs

Make it easier for agents to keep spaces clean throughout the day. Don’t just leave it to the cleaning team to come in at closing time and wipe away the germs.

Just like we saw behind the scenes at Ocado, putting cleaning items out on the tables in your breakout rooms makes it quick and easy for colleagues to maintain a hygienic environment, to defend against the spread of cold and flu.

Have You Ever Accidentally Driven Up Your Sickness Levels?

Click here to join our NEW Readers Panel to share your experiences and feature in future Call Centre Helper articles.

If you are looking for more advice on managing sickness in the contact centre, read our articles:

• Creative Ways to Improve Attendance at Work
• Get Sickness Under Control – 21 Management Tips
• Need to Reduce Absence in Your Contact Centre? Here’s How!

Author: Megan Jones
Reviewed by: Jo Robinson