The Ottawa Regional Contact Centre Association (ORCCA) is putting on a great meeting in Ottawa on Managing Absenteeism by creating an Inspiring Vision, and Pierre Aube from ING Direct will be speaking to this topic. Below is the outline and what the topic will cover. If you are not part of ORCCA there is a small charge, but if you are part of the Contact Centre industry this is a must see event.
How many of you have started your day only to find out that one or more of your agents called in sick? Obviously, there will be tactical steps you need to take to recover the day. But more problems will surface if you use a short-term remedial approach. You really need a strategic look at attendance management.
Absenteeism can be a very costly component of the contact centre operation. But aside from the direct loss of productivity from the absent agent(s), you have to factor in the hidden costs such as decreased quality of work and impact on customer satisfaction, increased overtime costs, and the impact on the morale of other agents who are often left to pick up the slack.
Many team leaders struggle with how best to manage absenteeism, and work effectively with employees to improve results. How many of you have considered how your centre’s demographics affect your absenteeism rate? The causes of absenteeism may be very different if your workforce is predominately female with a median age of 30 versus a centre with a predominately male workforce with a median age of 50. Understanding your demographics and the drivers of absenteeism will help you target your actions in those areas so they will have the greatest return.
ING Direct believes their Vision is the KEY to their success in keeping absenteeism so low – changing the perception of HAVING to come to work, to a feeling of WANTING to come to work. In this session, Pierre will share how ING Direct…
Manages to consistently keep absenteeism below 5%
Tracks and actions absenteeism
Takes accountability for absenteeism results
Date: Tuesday – 30 March 2010
Time: 2:30 pm – 3:00 pm – Registration & Networking
3:00 pm – 4:30 pm – Interactive Session
Location: Nepean Sailing Club, 3259 Carling Ave.
Cost: Free to ORCCA members and $30 for non-members (payable in advance by Visa or MasterCard).
RSVP to firstname.lastname@example.org
Register early to avoid disappointment.