Absenteeism statistics for the call center

Every call center manger should strive for the staff attendance figures expert Lori Bocklund shares in this tip.

Published: 01 May 2006

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I've been searching for some call center absenteeism statistics or information about call center staff attendance (inbound, multi-shifts). Do you have any numbers we could reference or strive for?

Absentee levels can run between 5% and 10%, with lower numbers in a more stable workplace. In today's workplace, probably 7-10% is a good mark. Some days, such as Mondays, easily run 15%. We've seen lots of variation tied to things like size, culture, vacation policies, etc.

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Experts explore best practices for HR data analytics People analytics won't help much without the right metrics and a keen understanding of how they relate to employee engagement, customer satisfaction and overall performance.

broken window theory Broken window theory is the concept that each problem that goes unattended in a given environment affects people's attitude toward that environment and leads to more problems. As a corollary to the theory, when an environment is well-tended and problems dealt with as they arise, that also affects attitudes and leads to continued good management and maintenance.

time management Time management is the coordination of people's tasks and activities to maximize the effectiveness of their efforts. Elements include organization, planning and scheduling to best take advantage of the time available to the individual, while also taking into account that individual's particular situation and relevant characteristics.

work-life balance Work-life balance is the optimal arrangement of an individual’s on-the-job and private time to facilitate health and personal satisfaction without hindering productivity or professional success.

Tips for benchmarking call center metrics Get our top tips for benchmarking call center metrics in this expert answer.

How to increase call center staffing with Erlang C calculator Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.

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