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Subject: Attendance and Timekeeping

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Gemma

Apprentice
Posts:33

17-03-2008 1:18 PM
Attendance & Timekeeping are currently considered seperately in my organisation. Given that the company is a call centre I am unindated with hr meeting requests to address issues relating to both and many employees have 2 disciplinary action for timekeeping and attendance. We are looking to consider these 2 areas as one with a single disciplinary route an option. We have very prescriptive triggers that highlight problems that I feel need to remain. I was hoping someone might advise me how they consider timekeeping and attendance together and how this works from an operational perspective.

Martin

Apprentice
Posts:14

18-03-2008 10:25 AM
Hi There I had the same situation, I head up the HR function within our contact centre and I merged the two together with the use of the Bradford Factor, when conducting a formal review or disciplinary we view the attendance history as a whole which includes Absence and Timekeeping and it has been very effective and reduced the amount of disciplines that needed to be completed but still having the same effect. All you need to do is create a robust Absence Management Policy and lauch it to the company.

Gemma

Apprentice
Posts:33

19-03-2008 10:50 AM
Thank you for your feedback, it is definitely something I think we have to initiate sooner rather than later. I hope you don't mind me enquiring but with 85% of my time consumed with disciplinaries I am trying to identfy ways and means of getting a quicker turnaround for the business. SInce Jan 1 2008 we have had 95 request form TMs for HR meetings (we are only 2 resources), 70% of which are related to attendance. Is this a similar experience for you? With minute production and all the otehr admin related activities each disciplinary consumes on ave 2 hours, again is this something you are familiar with? Any advice on how to drive this time down would be greatly appreciated. Many thanks in advance

Sideshowbob User is Offline

Apprentice
Posts:13

19-03-2008 10:58 AM
'people have converted sickness to holiday ' This type of scheme was recently recommended to my company however this was one of the reasons not to implement it. Staff members encouraged to use their holiday time to cover sickness in order to protect a bonus is not beneficial. It is in the organisations benefit that staff members take their hoiday entitlement as just that, in order to ensure the health and safety of their staff and to get the best out of them. Someone who has taken half their holiday to cover sickness will not have enough actual holiday in order to relax and recuperate, which will affect their performance at work. Another reason is that if staff cover their sickness with holiday you a) don't get an acurate picture of how bad sickness is in your company and b) you aren't able to identify when there is a problem. The organisation will not be able to accurately see which illnesses are most frequent reasons for absence, this in turn means they cannot work towards any kind of solution. Staff may also have underlying problems for which they could do with being referred to Occupational Health however the organisation may not be aware of this until too late.

Martin

Apprentice
Posts:14

20-03-2008 1:09 PM
Hi Gemma, I know it only to well..... It reduced the man hours that I was puuting into Disciplinaries, I woudl agree that between 70-80% of disciplines are attendance related its very common in the Contact Centre Industry especially in Glasgow!!! If you merge both together and put in a robust absence management system that should help, but another factor for me was making the line managers accountable as well as far too many line managers think that its HR's problem to sort out when infact if managed properly by the line manager it may never have lead to a disciplinary stage....! Do you role out absence management training, I have a goo workshop that I got a few years back if that would be of any use, that you coudl tweak for your own centre. Regards Martin

Gemma

Apprentice
Posts:33

21-03-2008 12:53 PM
Hi Martin, In answer to your q, yes TMs receive comprehensive training and one of the elements is absence management, but I'm beginning to wonder with the large intake recently if reinforcement is becoming critical. It was addressed today in our weekly mtg and if you are still willing I would be delighted to 'tweak' your workshop. It would be very interesting indeed to monitor absences thereafter, or our need to be involved. It's a relief to be able to share pressure points with someone externally. Although we have a number of call centres in our area of N Ireland there is always that reluctance to share experiences with those next door but how we would all benefit! Thanks again and I look forward to hearing from you. Gemma

Martin

Apprentice
Posts:14

24-03-2008 9:55 AM
Hi Gemma I know the feeling its nice to know someone that goes through the same pain..... I will email the stuff over that I have. Cheers Martin

Gemma

Apprentice
Posts:33

27-03-2008 11:00 AM
Hi Martin, Further to your offer of information regarding operating disciplinaries in a call centre environment, I wonder if the offer is still open? Please email me. I look forward to hearing from you. Thanks, Gemma

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