[tdtuck70]

I managed a 24/7 large call center in an urban environment. The majority of our staff are former welfare recipients.

We work very closely with the city and job referral agencies regarding attendance.

We implemented a modified occurence policy - consistent days out represented one occurence, i.e., three days out consecutive represent one occurence, with three occurence qualifying the agent to enter the corrective action process.

At the third level of the process, we schedule an one-on-one session with Human Resources and a senior executive.

These sessions have been very successful in discovering the real issues of the problems and provides insight to the executive level on the problem.

It also gives the agent the opportunity to meet executives one -on one. Hope this helps! It works well for us.

Francis Tuck