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5 Smart Steps to Tackle Absence Without Losing Your Mind (or Your Team)

Absence management is one of the most critical operational challenges in a call centre environment. High absence rates can affect customer service levels, increase stress on available staff, and reduce overall productivity. 

Proactively managing absence not only maintains efficiency but also supports a healthier workplace culture. Here are five steps Agile Innovation Group can help you implement into your business to effectively manage absence.


1. Implement a Clear Attendance Policy A well-communicated attendance policy sets expectations and provides transparency for employees. It should outline:


  • What constitutes authorised and unauthorised absence

  • Procedures for notifying absence

  • Consequences of excessive or unreported absenteeism


Ensure the policy is accessible and consistently enforced. When employees understand the rules and consequences, it promotes accountability and helps reduce avoidable absences. 


2. Monitor Absence Trends and Data Use workforce management software to track absenteeism rates, patterns, and triggers. Look for:


  • Recurring absences on specific days (e.g., Mondays or Fridays)

  • High absenteeism in particular teams or time periods

  • Correlation with workplace changes, stress, or morale issues


Analysing this data helps identify underlying problems and allows managers to intervene early, whether through policy adjustments or targeted support. 


3. Offer Flexible Working Options Flexibility can significantly reduce absenteeism by accommodating employees’ personal needs and reducing burnout. Consider options such as:


  • Remote or hybrid work opportunities

  • Flexible shift patterns or shift swapping

  • Part-time or condensed hours


By providing adaptable working arrangements, employees are less likely to take unplanned leave due to personal issues or stress-related reasons. This further enables you to forecast absence accurately to ensure you have the right resource at the right times. 


4. Engage and Support Employees Employee engagement plays a crucial role in absence management. When staff feel valued and supported, they are more likely to show up and stay committed. Strategies include:


  • Regular one-on-one check-ins

  • Mental health support programs

  • Recognition and rewards for good attendance


Creating a positive workplace culture that supports wellbeing can significantly reduce both short-term and long-term absence. 


5. Introduce Return-to-Work Interviews Conducting return-to-work interviews after every absence, no matter how short, creates consistency and will enable you to:


  • Understand the reason for the absence

  • Reinforce the importance of attendance

  • Identify any ongoing issues or support needs


These interviews also deter casual absenteeism and demonstrate that the organisation takes attendance seriously while showing concern for the employee’s wellbeing.


Talk to us about how we can help improve your absence rates in your contact centre.

Call us on 0333 577 0075 or email us team@agilig.co.uk





 
 
 

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