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I have in my experience been involved in call centers with no attendance polices as well as centers with strict attendance polices.
I have learned that human nature itself warrants guidelines or "rules". Human beings just simply need them.
The centers with no attendance policies mananged nothing more than chaos. It was impossible to meet KPI's and caused a significant amount of pain for the Operations Managers and Account Managers. It did not lend in any way to client satisfaction.
I prefer a liberal but strict attendance policy. By that I mean a policy that will allow for employees to have lives outside of the center as well as allow for unplanned circumstances. Once that policy, whatever it is (I say that because I think that the attendance policy for a site should be somewhat contigent upon the demographic of the area and type of employee that you have), the attendance policy MUST then be enforced without fail. Letting adherance to your attendance policy slide will only eventually create the aforementioned chaos.
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