Attendance challenges in a Call Center

We have a call center with major attendance challenges.  30% of staff are blowing thru PTO and then become a discipline issue and leave after they approach a final warning.  Does anyone have experience in reducing turnover in a call center environment?

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  • Amy, there are some interesting technology solutions for call centers that increase flexibility and reduce turnover. Feel free to contact me at wtracy@atworkcincy.com and I can point you to them.

    Regards,

    Walt

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  • Amy - how flexible are the schedules that you offer?  I have run  a few call centers in the past, I had the best success utilizes a variety approaches, I had staff work 4 10's, I had a few part-timers that worked 11-2 which helped me cover lunches,  but ultimately working in a call center and managing one can be a real challenge as call center reps are so heavily scheduled.  It is a challenge.   Do you use a workforce scheduling tool like Blue Pumpkin which can help you forecaste? 

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  • Cheryl,

    Thanks for your reply.  We are close to going live with Verint which will help us pinpoint scheduling peaks/valleys.  What has been your experience regarding turnover?  What is "typical" for a frontline rep making $14-$16 hour?  IS there a difference in attendance issues as you raise pay or is it the nature of the beast?  Thank you!

    Amy Jones

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