Absenteeism is a Big Problem for Contact Centre Supervisors

In a recent poll, we found that absenteeism was the greatest difficulty for contact centre supervisors and managers to overcome, with 29% of the vote.

However, it was only marginally ‘in-front’ as it was closely followed by keeping the right agents and the struggle to consistently hire the right agents, each receiving 25% of the votes cast.

What is the greatest challenge faced by contact centre supervisors/managers?

Answers

• Absenteeism? – 29%
• Too much time spent on performance mgmt? – 16%
• Consistently hiring the right agents? – 25%
• Keeping the right agents? – 25%
• Poor training pass rates? – 3%

Source: Call Centre and Contact Centre Community Linkedin group poll    Sample size – 31     Date: September 2013

Author: Jo Robinson