Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate is 89%. Sadly, this means that, for every 10 scheduled agents, one is not working. With industry numbers like this, we can either throw in the towel or accept the status quo or we can create an environment that recognizes and rewards good attendance behaviors.
Changing behaviors for attendance is fairly simple. First, look at your attendance policy—does it focus on the negative aspects of attendance (e.g., progressive, escalating discipline for absenteeism), or does it reward agents for good attendance? If your answer is negative, then you’re only working with one tool from the toolbox and you should expect poor attendance.
To create a culture of attendance, set up a recognition and reward program that enables people to be motivated to succeed and excel...
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