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Few suggestions here
1 The attendance should be a KPI on the agent score card, play around on the weightages on quarterly basis.
2 Introduce stack ranking with definitions of super, mediocre and non performers. This can be done for overall and also KPI Wise
3 Sign off from all the agents on the job description and KPI to make sure they are aware of the job requirements and that they sign off the acceptance
4 Involve HR policies for non adherance
5 A part of the CTC can be made as an attendance variable
6 The Team lead/supervisor and upto the CC Manager should have the attendance as a KPI
7 Attack the problem on a team wise basis to understand and synergize the focus towards the problamatic TL's
8 Regular reviews with the agents/TL/AM's/Manager on the monthly performance and sign off the score cards
9 Chronic cases can be put on Performance Improvement Plan
10 Introduce a leave calendar and prompt agents to plan their leaves. This will allow you to plan your resources and hiring.
10 If all else fails, HR process will follow.
I had similar problems only on weekends where the absenteeism used to shoot up to 25%, after all the work around...now its down to 10% which by the industry standards is truly amazing.
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