Benchmark Survey Aims to Determine the Roots of Absenteeism in the Call Center
April 25, 2011
By Chris DiMarco
, TMCnet Managing Editor
Making sure your agents are available when the customer volume in a call center picks up is one of the most essential needs in a communications operation. Understanding absenteeism is one step towards combating this, with management efficiency increasing in direct correlation with your comprehension of employee leave. To determine the common trends in staff absences, BenchmarkPortal (News - Alert) will be hosting a brief survey this week that aims to get at the heart of the matter. The questionnaire is open to all call center managers and seeks to determine the root causes of absenteeism in an effort to strategize against it.
BenchmarkPortal is a leader in call center optimization and strategy, with a wide range of services designed to help managers get the most out of their call centers. In addition to surveys, Benchmark also offers numerous consolation and education services. Their certification program is a mainstay of the call center industry, offering a level of operational quality that companies strive to reach.
Absenteeism is one of the least researched issues facing the call center industry, but has proven to be one that Benchmark’s customers have frequently asked about. With that in mind, Benchmark has designed a quick survey to help their experts unravel some of the mysteries surrounding absence trends.
The survey is only a few questions long and should take participants no longer than a minute to complete. Those who offer opinions and information to the survey will receive a copy of the report produced.
Interested parties can enter the survey here, and will receive a copy of the finished report shortly after the information has been digested. Understanding the issues behind absenteeism is the first step to stopping it from disrupting your call center. Help Benchmark portal accomplish a better understanding by offering your voice to this survey.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Rich Steeves