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Managing Tardiness

Tardiness pertains to the habit of not coming on scheduled time. It is also synonymous to habitual lateness. Tardiness in the call center industry is a common problem especially among call center agents because of the nigh shift schedule of the work which practically changes the lifestyle of a person. Working at night and sleeping during the day deprives a person with a lot of regular activities that are usually held in the day. In order to address this problem, here are some tips that managers can use to minimize if not eradicating tardiness.

Find the root cause. Not all tardiness can be rooted to the night shift schedule of the work, some can be attributed to health issues, personal problems, and transportation problems, among others. As in any other problem, the best way to address it is to identify its root cause. This can be done by personally talking to the specific agent concerned and finding a solution to the problem or reason why one is habitually late.

A clear attendance policy. If it is a must, then it must be a policy, which must be clearly and comprehensively conveyed to all personnel. Since it is a policy that must be followed, employees should equally be aware of the consequences or penalties for non compliance.

Be an Example. Leaders lead and followers follow. If you want your people to be on time, one should also always be on time. If you want agents not to be tardy, one should not be tardy.

Flexible scheduling. Flexible scheduling means employees can come within the range of office hours where one is scheduled so long as said employee is able to render 8 hours of service. Instead of scheduling an employee to report at exactly 10 PM. One can report anytime between 9PM to 10PM.

Allows Shift Trades. Some agents prefer the day, some prefer the night. Sometimes, an agent might need a morning shift or night shift in order to attend some important event or occasion. Companies should therefore allow agents to trade or swap shifts voluntarily so long as a written notification is submitted earlier.

Rotation scheduling. It would be prudent if agents are given a chance to work in different shifts so that they would be able to have the chance to live a regular life.

Incentive programs. Provide incentives to punctuality and perfect attendance including a free day off, a promotion, a special gift, among others.

Value long time service. Tardiness can sometimes be attributed to boredom especially to long time employees because of the routine nature of work. This can be addressed by continuously giving incentives and benefits to keep employees motivated to work productively and with gusto.

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