One of the greatest difficulties in Call Center is to lessen the rate of absenteeism. The nonattendance of agents is something that influences the entire business working and the administrations. Call Centers handle probably the most basic business forms for their customers in this manner they convey a great deal of duties. Unnecessary and normal non-attendance of agents could have an exceedingly negative effect on the customer procedure and hurt their business gravely.
There are sure reasons and figures that outcome the absenteeism of specialists. On the off chance that these reasons are known ahead of time then contact focuses can without much of a stretch work upon them to build the nearness of specialists in their conveyance focuses.
Here are some of the ways that could help you in dealing with absenteeism:
Treat it as Priority
Most of the contact centers make the mistake of accepting absenteeism as an inevitable part of business which they have to live with. This type of attitude is never helpful and results in low rate of agent presence. Absenteeism should always be treated as business priority so that it is not taken for granted.
Evaluate the Reasons
There are certain trends and factors that are associated with absenteeism in every organization. You should try to understand the reasons for it and work upon them to achieve favorable results. You will find that there are certain stages in the job and certain times in a year when agents tend to take more leaves. If you could identify these things then you can easily work upon them and minimize the problem.
Create a Policy Regarding Absenteeism
Organizations offering contact center solutions should create a policy that would govern all the matters of absenteeism. This policy should consider all the aspects and should be fair for all the involved parties. Further, you should follow this policy strictly as there is no point in having a policy if it is not implemented properly.
It is advised that you conduct a return to work interview when an agent returns back from leave. This interview would help you in understanding the problems and reasons for absence at a very early stage. Be supportive to the agent and check whether they are fit enough to be at work. Update them regarding any new developments in the work. You should also check for any disability and whether the rules of Disability Discrimination ACT 1995 are applicable for the agent.
Agent absenteeism can be easily reduced by implementing flexible schedules for agents. Shift swaps could be used by agents in case they have some important work at the time of their assigned shift. They could also be allowed to start their shift a few hours early or late in order to match it with their important personal work.
Create a Healthy Work Environment
The biggest reason for agent absenteeism is that they are not happy with the working environment provided by the company. Call centers should try to create a nice working place for their agents where they would like to spend time. Keep their work place hygienic and clean. Also provide them a nice eating place where they could spend their lunch time and spare time. Try to include some entertainment spots too where they can enjoy a little bit.