| Absenteeism and Adherence to Schedule: Tips
and Techniques Available as a recording (2 hours), $299  |
 |
Overview
You've forecasted the workload, determined base staff, put together schedules — yet you still can't seem to reach your service level objectives consistently.
Call center agent absenteeism and poor adherence to schedule are often the primary culprits that keep your customers holding and your operations expenses high. Attend this seminar and develop a more effective way of keeping agents available.
Attendees will:
- Learn about attendance policies that have worked for your peers
- Discover creative ways to schedule non-phone activities to maximize time on the phones
- Understand how to educate agents to increase their adherence to schedule
- Gain understanding of where the time is going
- Set realistic goals and expectations
Attend this idea-packed session which provides tried-and-true solutions to the common problem of absenteeism. This web seminar will help you develop policies and procedures that will work to accommodate agents' needs while ensuring your service level targets are met.
Who should attend?
This seminar is ideal for team leaders, supervisors and managers who supervise agents or set policies for their attendance and adherence to schedule.
Agenda
Introduction
Absenteeism, its Causes, and Solutions
- Common causes of absenteeism
- Reasons and effects of burnout
- Steps to improve absenteeism
- Attendance policies and programs that work for your peers
Adherence to Schedule
- Common causes of poor adherence
- Important prerequisites
- Agent education on adherence principles
- Creative ways to schedule nonphone activities to maximize time on the phones
- Setting realistic goals and expectations
Conclusion and references
Pricing is $299 per recording (2 hours) package. Fees include:
- Printable Slide Presentation
- Sample Processes, Models, Scripts, Exercises, etc.
- Call Center Management Review Articles
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Available as a recording | Self Study |
Click here to learn about
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to 7 days in advance of the seminar start date for a full refund, less administrative fees of $80 per connection. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $80, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
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