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I think those guidelines are too strict. Our call center has a staff of 100 CSR's, about 20% are part time. The part-timers tend to be mothers, & they are our most senior people-average length of service over 5 years. Their turnover is almost nil, whereas our full timers last less than 18 months. Not to mention they treat our customers really well! As director of Quality Assurance for this department, within a division of a national bank, I should know.
We allow them 7 occasional absences before they are docked (they're all salaried). They go on disciplinary action after 8, & terminated after 10. As salaried staff, most of them will use their emergency personal days (2) & vacation days (most of them have 3 weeks after 5 years) before they'll get anywhere near 7 chargeable absences.
I'd rather keep these people than terminate them, being forced to keep hiring & training, which is expensive.
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cjw
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