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I run a contact center in Southern California. Having been in the business 12 years, what we have adopted here works best. We scored 96.7% attendance last quarter on a target of 95%. The percentage includes only non-scheduled occurances, meaning all scheduled vacations and leaves are not included.
First, anyone having to pay their staff to come to work has some serious workplace issues. That is why i shun any attandance bonus. What behavior are you rewarding? How does this fit with your corporate statement of direction? Reward for quality and accuracy and you can get the same "warm fuzzies" for the job that way.
Try this..... it's even easy to administer ! We use a 30 day period. Two or more absence in this period triggers adminstrative action. But here's the best part... and this elimates the excuses and the accoutability tide begins to turn.. We are no fault.. We don't care the reason, you did not show up today.
Had a sick baby today.. Sorry but that counts as an occurance as you were scheduled to work today
Out sick and came back to work with a Dr. excuse... Sorry but that counts as an occurance as you were scheduled to work today
Car broke down and can't make it in....Sorry but that counts as an occurance as you were scheduled to work today...
It starts to sink in... may seem rough at first but Agents find there is no way to raltionalize their way out of not showing up to work. It's simple, you are either here or your not, we don't care the reason, you were scheduled to work. It's easy to administer and easy to understand from the Agent's perspective.
By the way our annual turn-over was 42% for an inbound center. A figure certified by our COPC visit and subsequent certification.
Good luck
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