Discipline

[denvergirl]

We have a little problem in our office. When we hold updated trainings for our current Reservations Agents, they seem to take their time getting to and from the classroom.
This results in trainings maybe starting later than expected. And if they're returning to their desks, they take their time as well, and then they are off the phones longer than they should.
We're trying to institute some sort of disciplinary action or holding their supervisors accountable for their team member's actions, but I have to admit, we need help in this area.

Anyone have any ideas on this? Does anyone else have these sorts of problems?

[izaak21x]

we used to have this problem but then we instituted "live exceptions" which basically means that we give them a time slot of acceptable time off the phone. If they go over the time entered then their productivity will be below standard. I hope this helps?

[denvergirl]

This sounds interesting.....
If I understand this correctly......
Let's say out of an 8 hour day, you allow of course for lunch and scheduled breaks. That's time off the phone you know is going to happen.

Do you then run their phone stats to see when or how long they logged off their phones? If it's beyond your acceptable standard, then they are below standard?

What is your time that is an acceptable amount?

Thanks! :-)

[izaak21x]

Anything below 96.5% would be considered below standard. In an 8 hour shift that includes lunch and two 15 minute breaks they would realistically have 2 minutes for each hour they work. Now this is sounds like a lot of time however the clock starts counting as soon as they punch in.

Our productivity is measured by the amount of time you a clocked in VS the time logged into the phone system.

[NBosch]

Hi Denvergirl,

What you are facing is the all around problem between discipline and motivation. Your agents are (for whatever reason) off the phones, and take their time doing whatever they want to, with the excuse:,, but you said I had to take that training, and ... (fill in any excuse you want here )... so it wasn't my fault."

Instead of disciplinary actions I would praise the ones who act in a responsible manner and put pressure on your supervisors. Let them monitor the time that the agents log out and let the agents in training log in (computer bases preferably), so that you can measure the time they are doing basicly nothing.

It is the TL/Supervisors job to make sure that his agents get a feeling for the responsiblity they have towards the company. I regularly survey that over here, to test how well my supervisors know how to motivate their team.

-

On the subject of monitoring absence behavior.
I work with an Aspect system that allowes the staff to go in idle state for a certain reason. For trainingsreason, I discuss with my trainers how much time they need, and measure this to the idle time. Because this is a pretty small center (aprox 120 FTE), and I see training as a good motivation tool, I allow 5 minutes to and 5 minutes from training (added 10 minutes " smoke-" time).
If the agent needs more time.... let's just say, I wouldn't recommend it :)

[kane]

This is not so much a suggestion as it is a question. This is obviously a form of worker resistance. I am curious, in what other ways are agents able to evade work? For instance, is there a limit on the number of washroom breaks an employee can take? What about smoking breaks - are they always scheduled?