Call Center Scheduling Feature Article
April 23, 2008
Working While Sick Does Not Lead to Productive Environment
By Susan J. Campbell, TMCnet Contributing Editor
Missing a day of work is not uncommon for many people, and it does not always cause significant interruptions in the day. In the contact center, the impact can be felt if even one person is missing. When scheduling has been done for the day and a number of people call in sick, the staff working for the day is not adequate to handle the volume and customer service suffers.
On the flip side, there are those individuals that still show up for work, even when sick. The number one reason they do this is their sense of obligation to co-workers, according to a new poll by LifeCare.
This provider of comprehensive specialty care services and longtime providers in the work/life industry has conducted this poll for the past three consecutive years. The obligation to co-workers is the first time that such a reason has topped the list. In the past, the fact that missing work was too risky was the leading response.
- Other people depend on me and I don't want to let them down at 29 percent
- Too risky to take time off (office politics/culture) at 26 percent
- Too busy to stay home at 15 percent
- I save my sick days for childcare/eldercare emergencies at 12 percent
- I save my sick days for vacation time at 8 percent
- I do not work when I'm sick at 7 percent
- Other at 3 percent.
Surprisingly, the percentage of respondents who do not go to work when they are sick has always remained at the six or seven percent mark. This is significantly lower than the level that employers widely claim that they desire.
"It's well known that employees who work sick are actually creating a greater risk for their co-workers and a greater risk of lost productivity for their organizations," said LifeCare CEO, Peter G. Burki, in a statement.
Proper contact center scheduling must accommodate for those individuals who may need to miss work due to illness. In this environment especially, employers should encourage those who are sick to stay home to get better. In close quarters, one sick employee can lead to several, creating an even bigger problem.