Call Center Scheduling Featured Article
Managing Absence in the Call Center
Agents in the call center still play a vital role in ensuring that customers have a human to connect to in times of crisis or when they don’t want to use other channels. For this reason we have not seen the function yet replaced completely by automated systems or even online chat.
Many customers still prefer the human connection and in order to keep a busy call center running smoothly and productively, it’s essential that staff be in attendance to answer those calls.
The call center is also an industry that has long been plagued by high turnover rates and absenteeism. Failing to prepare in advance for this can lead to issues that affect the bottomline.
Call center managers looking to improve the scheduling process must also develop strategies to address sudden changes in agent schedules.
Here 5 tips to start incorporating right away:
- Keep a Clear Attendance Policy- When there’s no question about the rules staff must follow, it’s easier to provide feedback and hold agents accountable for attendance. Be sure your attendance policy is clear and communicated across departments.
- Offer Schedule Flexibility - There will be less likelihood of callout and sudden absenteeism if you offer flexible scheduling. Offer an opportunity to work varied hours when an agent has an appointment, or make shift swapping easier to do among agents so they feel comfortable enough to not have to miss work.
- Utilize Promotions and Incentives to Drive Attendance- Nothing motivates people more than the ability to gain a prize for a job well done. Offer a free day off, perfect attendances bonuses and you’ll notice more agent’s working toward that goal.
- Go Back to the Recruitment Process & Refine- Sometimes it all boils down to going back to the beginning. If your call center is plagued by absenteeism perhaps it’s time to review the interview and selection process and to screen applicants based on how dependable they may be.
- Improve Employee Engagement - One way to improve the agent’s performance as well as their attendance is to work on engagement levels. Agents that feel appreciated and that
Edited by Maurice Nagle