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I believe that the first step is always to orient new-hires properly. If you have done proper orientation regarding schedule and attendance adherence, then reorient them each year.
I also believe that once employees (and in most call centers these are young people) are not taking their attendance seriously and are starting not to care about warnings and punishments, it shows their dissatisfaction in the company. That is why it is best if you solicit their opinions and feedback. Is it the people behind management they don't like? Is it their shift schedules they find hard to adhere to? Is it their salaries? Is it the aura of stress that surround the office? Take what they say into consideration and make plans on how to make things better for them. Firing 20% of your manpower won't solve the problem. I believe that even if you hire new people but haven't addressed the core issues, the same problem will take place. It's a cycle. You will just be wasting time and effort training new-hires, when you could have done something to save the old ones.
And I agree that there's nothing better than good incentives to motivate the employees.
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