Contact Center Staffing: Absenteeism and Adherence
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Learn how absenteeism and adherence affect your service levels and how to develop the most effective ways of keeping agents available.
By addressing absenteeism, you are working to get employees to come to work, and by addressing adherence to schedule, you are striving to get them to conduct activities when they should. Through ICMI’s Contact Center Staffing Absenteeism and Adherence virtual classroom course, you’ll learn how to keep absenteeism and poor adherence from sabotaging service levels, despite your best forecasting and scheduling.
Right from the start, you’ll discover what key information you’ll need to know before attacking the problems of absenteeism and adherence. You’ll identify your own organization’s “shrinkage,” determining where time is actually going so you can take informed steps to improve the situation.
You’ll examine the top reasons for absenteeism and how to evaluate policies that might actually be encouraging absenteeism. To prevent absenteeism, you’ll learn how to start laying a foundation for good attendance right from the beginning. You’ll also discover how to set up an agent task force on attendance that can help you uncover problems and set actions. Afterward, you’ll come away with a list of techniques that other organizations are using to make an impact on absenteeism.
Once you have addressed the attendance issue, you’ll move on to discover where time is lost when agents are IN the building. You’ll learn the basics of calculating schedule adherence, including the two most important components of this calculation that will give you the most accurate measurement. Once you have set your goals, you’ll discover how to set reasonable expectations and educate your call center on the importance of the “power of one.”
Whether or not you already have an absenteeism or adherence problem or want to prevent one in the future, the sample policies provided through this course will help guide you to an approach that will improve your service levels for a better customer experience.
What you will learn:
- Why absenteeism occurs, so you can pinpoint trouble spots in your policies
- What policies have worked for other organizations and how you can use them to prevent absenteeism in your contact center
- How to effectively measure adherence in order to spot unaccounted time
- How to set adherence goals that are simple to calculate, simple to explain and simple to understand in order to maintain a realistic, attainable and fair policy
- Printable slides presentation
- Industry articles
Pricing & Course Length
Pricing for this 2-hour virtual classroom course is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Contact Center Staffing: Escaping the Costly Cycle of Turnover
Please take a moment to read the cancellation policy.
Module 1 How to Prevent It
- Survey Staff
Module 2 What Worked for Others
- Helpful Tools
- Human Resource Policy Review
Module 3 Adherence to Schedule
- Setting Realistic Goals
- Getting Agent Support