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I share your pain...
I too manage a call center and had a similiar problem with absenteeeism. Here is what I had to put into place. I know it may sound harsh but I really can't put it any other way. My policy is plan and simple. Anymore that 6 occurances results in a termination. I know people get sick and i know things happen but I have to keep it fair for those who do not have children. If it is a family leave sit. then I do make exceptions. But just regular ramdom sick days and after 6 your gone. I don't know if this helps but that's how I did it....
Edmund S. Brown
JR Cigars
Call Center Manager
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