"Even a BAD Attendance policy, when consistently enforced, is better than NO policy."
At first that statement might catch you off guard. Won't a bad policy cause morale issues in your call center? Won't it cause people to look for a more friendly work environment?
Of course it might!
But your missing the key phrase of consistently enforced.
I've been personally guilty of letting a customer service rep's bad attendance slide for way too long because we were swamped with calls and having that seat filled some of the time was better than none of the time. But I also know that it kicks you on the back end when it sets the example for the rest of the team that good attendance isn't that important. Even worse is when leniency is shared with your new hire classes and you find brand new reps calling off for hang nails.
And then you reach the point that you just want to scream:
"Why can't everyone just show up for work!"
While you battle to come up with the perfect attendance policy, bad attendance can rage through your call center like the worst flu of the season.
Sure, strive to develop a great attendance policy. One that holds your reps accountable, treats everyone fairly and has just the right amount flexibility that team members feel like they are part of a caring organization.
And have you guessed today's theme song? It's "Love the One Your With"!
So get out there and lovingly enforce the policy you have until you get that perfect policy in place.
PS - If you are working on updating your policy, click this link for a great resource from MAPP for 23 Sample Attendance Policies. Maybe this will help you get moving forward!