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
