I've been searching for some call center absenteeism statistics or information about call center staff attendance (inbound, multi-shifts). Do you have any numbers we could reference or strive for?
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Absentee levels can run between 5% and 10%, with lower numbers in a more stable workplace. In today's workplace, probably 7-10% is a good mark.
Some days, such as Mondays, easily run 15%. We've seen lots of variation tied to things like size, culture, vacation policies, etc.
This was first published in May 2006