How to Approach Call Center Agent Absenteeism
Lost time can cost companies money. And absent employees can result in lost time and missed opportunities. So, when a worker begins to develop a pattern of unscheduled absenteeism, it’s important to break that pattern.
At the same time, the business probably doesn’t want to break off its relationship with the employee entirely. The business manager must approach the matter delicately and with solutions – not conflict – in mind.
After all, the worker may have a perfectly reasonable explanation for the absences. And, with a little collaboration, employee and employer may be able to find a workable solution.
One way to show an employee the respect any person deserves is by discussing problems in private rather than public settings. This is about solving a problem, not embarrassing an employee. So, privately invite your employee to meet and discuss why he or she has been missing work so frequently or during crunch time or other important dates and times.
As with all meetings, you’ll want to plan ahead. Have a list at hand that shows when the employee missed or was late for work, and the reason that worker gave for his or her absence. And be ready to explain to the worker how his or her absence impacted the business, its customers, and other employees.
Then ask employees if there are any factors they haven’t already discussed that have contributed to this situation. Are they having transportation challenges, perhaps? Or do they need you to tweak the schedule so they can better care for a child or an elderly relative?
If an issue like this is the cause, the employee may be entitled to Family and Medical Leave Act leave. But, even if he or she is not, and the employee has otherwise been a contributor to your business, you may want to consider giving that individual greater flexibility in when or where he or she works.
Edited by Mandi Nowitz