Adherence to schedule
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Jan 14, 2008
Should absenteeism decrease the schedule adherence? -- Norberto Ballesteros, TELvista
– Norberto Ballesteros
Not for legitimate emergency leave or preapproved leave, in my opinion. That seems to be a varying answer, though. At our call centers associate adherence is docked for every minute they aren't on the phones, regardless of reason, which the union is fighting.
That includes time they are actually working, updating call notes or consulting with a manager--if they aren't taking calls they are docked on adherence. Period.
In fact if somebody is out of the phone and he was scheduled to be there, does not matter if he/she had an emergency or the best excuse to be absent, still affecting the schedule adherence.
If you plan that absent in advance then should not affect your adherence and will be a total different story.
That is very cold hearted and not very conducive to reducing turnover. Which is more expensive, scheduling enough people to cover for those out sick or having to constantly hire and train new people? It is flat out wrong to hold people to adherence for legitimate sick leave. Case by case I could see, but across the board saying you will be punished for any non-preapproved leave is just plain wrong. I can see addressing attendance in a disciplinary forum, but not via adherence. The two should be separate.
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