Call Center Absenteeism

Call center absenteeism presents a huge and growing problem to the telemarketing industry. Why are so many call center operators not showing up for work, and what can be done about this rapid attrition rate? While call center managers have a tendency to blame lackadaisical and unmotivated employees, the answer is usually a lot more complicated.

Call center absenteeism may indeed be caused by office politics, atmospherics, personal problems, a lack of job perks, or negative customer experiences. If your call center is in crisis, you need to stanch the exodus of workers from your center fast. However, if you react too rapidly--say, by rewarding everyone who stays with a doubled salary or by hiring a slew of uninspired and unvetted applicants--you could doom your organization.

Combating out of Control Call Center Absenteeism

Perhaps a better way to respond to the absenteeism crisis is to consult with your remaining workers about office conditions. What's driving people away? Is it a bad floor manager? Is it trouble with an outdated phone system? Your employees will likely be very forthcoming. You may also want to check customer feedback logs to determine how your employees have been handling assistance calls.

At the end of the day, better employee screening, improved working conditions and pay, and more relaxed office atmospherics should help to end the personnel exodus. Be prepared to invest a lot of capital and emotional energy. Chances are that your remaining employees are somewhat disaffected. By putting in the leg work now, you might have a chance of saving and renewing your call center.