Employee Absenteesim in a Call Center
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Discuss how an HR manager of a customer call center at a major Internet service provider would resolve the issue of employee absenteeism and tardiness.
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The solution discusses how an HR manager of a customer call center at a major Internet service provider would resolve the issue of employee absenteeism and tardiness.
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Absenteeism is a costly problem to an organization. First, the employee is usually paid for their time off (sick time); Secondly, the employee's work does not get done, thus, effecting productivity. In some cases, the employee needs to be replaced by a temporary employee who is inexperienced and again, slows productivity. This is especially true in a call center. Customers calling an ISP organization usually have an issue with their service and want timely responses and resolutions. Inexperienced call center representatives cannot answer questions as timely or resolve issues for consumers, thus affecting their customer satisfaction.
Resolution is sought by first, addressing the issue with the employee. As an HR manager, careful consideration of internal and external issues must be taken. An employee may be having issues at home such as a family crisis, issues between employees, or the employee may be seeking other employment outside the organization. Realize that poor attendance and high turnover is almost always a reflection of poor management. Employees ...
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