Absence Rates

[jbrody]

Our Call Centers currently run an average short term absence rate of 9 days. We are trying to access how that number relates to other Call Centers and their average short term absence rates. Any information provided will be greatly appreciated.

[jeremyg]

Industry standard rate for absence in the UK call centres is 6%, so depending upon how many FTE you have this will indicate if this is the norm.

[DonFreeman]

I am not aware of a started absence rate for call centers. It may depend on the type of industry the call center is in, location and overall benefits offered to employees. I have seen 8% used in large call center of over 500 hundred in the telecommunications industry.

We have seen a direct link between employee relations and attendance. I managed with a 3% short term objective for several years in a call center of 300 agents. The overall attendance rate was about 6% annually. We offered other flexible time off options in the call center so it is difficult to know how that compares to call centers that do not.

[Steve Turton]

If you are concerned about high absence rates and the effect it is having on your business.... you might consider having some of your employees working from home.

Not for everyone or every Call Centre, but perhaps part-timers who could fill in for full time employees who are sick, on vacation, etc. These part-time employees could be your recently retired employees or ladies on maturnity leave.

This is easy to set up with existing Call Centres or new start-ups.

If you want to discuss further..... please email me.

Steve@telax.com