Have you ever walked through your office and felt a strange emptiness—not just the echo of footsteps, but a noticeable lack of energy? High absenteeism and employee disengagement are silent threats in the workplace, quietly draining your company’s lifeblood: productivity, morale, and profit.
We’ll look into the factors contributing to why people are missing work and feeling disconnected. Dealing with these problems directly helps leaders understand their root causes, allowing them to develop effective strategies and interventions to get their contact center agents more involved and motivated.
What Leads to Employee Absenteeism and Disengagement?
Studies show that absenteeism alone costs US businesses $1,685 per employee per year.¹ But the damage goes far deeper. Disengaged employees cost the world $8.8 trillion in lost productivity.² That’s a significant chunk of your bottom line disappearing into thin air. The question is, why? What’s causing your employees to disengage, both physically and mentally?
Read More: Why Call Center Turnover Rate is Now the Most Important KPI
Stress and Burnout in the Workplace
Workplace stress and employee burnout are major reasons for increased absenteeism. Around 1 million workers miss work each day due to stress, and 83 percent of US workers experience daily stress related to their jobs.³
This shows that constant pressure, unrealistic goals, and limited resources leave employees physically and emotionally drained. Additionally, focusing solely on targets without considering employee well-being can lead to disconnection and disappointment among workers.
Health Issues and Injuries
Long-term illnesses, common sicknesses, and injuries also add to absenteeism. In January 2022, more full-time employees were absent due to health problems, with a rise of 5.4 percent compared to the previous year’s 2.1 to 3.0 percent range.⁴
When a company doesn’t focus on health and safety, these problems can worsen. Bad ergonomics, unsafe actions, or not taking steps to prevent health concerns can keep them happening. It’s a circle. Getting sick means people can’t come to work, which puts more pressure on others, and this stress can make more people get sick.
Employees Lacking Motivation
What makes an employee strive for greatness, think of new ideas, and do more than just the standard? It’s motivation.
Without that drive, it can lead to disengaged employees, performance decline, and absenteeism becoming an issue. Employees who aren’t motivated might not see why it’s essential to come to work or feel like they’re a part of what the company is trying to achieve.
The Effects of Absenteeism and Disengagement: Tracing Its Workplace Impact
When agents don’t come to work or are unmotivated, it creates problems for both the employer and the workers. This could include:
Decreased Productivity
When employees miss work, it affects everyone in the organization. Others have to fill in, which takes them away from their work. This can cause things to be late, deadlines to be missed, and work quality to suffer. It means less gets done overall, not just in one area but possibly for the whole organization. This delay could even upset clients and customers and, in severe cases, cause the company to lose business.
Rising Expenses and Overhead Costs
Employees are investments and hiring, training, and keeping them come with big costs. But when absenteeism occurs frequently, these investments might not pay off as they should.
The financial impact is big:
- Paying for temporary workers or extra hours for other employees
- Loss of income or revenue because of delays or diminished quality
- Administrative expenses associated with handling absenteeism
These expenses pile up and affect the company’s profits. They are a silent drain on resources that can eat profits and disrupt financial plans.
Decreased Employee Morale and Higher Turnover
Frequent absenteeism can make other team members resent because they must do more work. This could create a toxic workplace, make people less happy, and make them leave their jobs. The good workplace culture you’ve built could fall apart because of all the absences. Teams might also not work together, and people might feel like they don’t belong.
Leadership Approaches to Minimize Absenteeism and Disengagement in the Workplace
Influential leaders make the workplace a positive and supportive environment, making employees more eager to come to work. While you can’t control everything (like vacations or sickness), you can still do much. Let’s explore a few more:
Cultivate a culture of trust and open communication.
In the high-stress call center environment, it’s crucial that agents feel their voice matters. Encourage them to provide honest feedback through regular surveys or open forums.
Have call managers and team leads do frequent 1-on-1 check-ins to understand motivations, frustrations, and needs. When agents feel truly heard and that their input on processes or policies is valued, it builds trust and engagement.
Prioritize work-life balance and flexibility.
Dealing with back-to-back customer issues can quickly lead to burnout. Emphasize balance by offering flexible schedules and shift options when possible. Provide adequate break times between calls. Consider hybrid or remote options for certain roles. Offer mental health resources like counseling services or meditation apps tailored for high-stress jobs. Making agent wellbeing a priority shows you care.
Focus on growth, development, and recognition.
Engaged employees feel challenged, valued, and inspired to develop their skills. So, create clear paths for career advancement within your organization. How? Offer training in new technologies, sales techniques, or handling difficult situations.
Celebrate team and individual wins, such as high satisfaction scores or resolving complex issues. Recognize outstanding performers with incentives beyond standard compensation. Rewarding employees boosts morale but also increases happiness. Consider offering extra paid time off or organizing workplace contests with vacation days as prizes.
Ultimately, it’s important to remember: You want other employees to notice how you reward good attendance for others, so they’ll want to do the same. Make sure your team sees you recognizing good attendance, and give everyone something to aim for.
Establish transparent attendance and leave policies.
While call adherence matters, also be clear about allowed absences, paid time off, and sick leave. An unclear attendance policy can leave call center agents hesitant to act, as they may not know how many absences they are allowed. Moreover, when the policy suggests that taking time off is discouraged or not permitted, it can contribute to burnout and disengagement among agents.
Thus, implement a clear and user-friendly system that empowers agents to take control of their workday. Whether requesting time off or adjusting schedules, ensure your team understands how to navigate these procedures effectively.
Providing agents with more agency and independence over their workday fosters a sense of ownership and enhances overall morale and productivity. It also builds trust and allows them to balance life obligations with work better.
Participate in transparent communication.
One of the easiest ways to deal with workplace absenteeism is by openly communicating between employees and management. Surprisingly, just talking about absenteeism with your team can make a big difference. If there’s a problem, address it directly. And if absenteeism isn’t a problem yet, that’s fantastic! But ensure employees know they can talk to their manager if they’re sick.
It’s normal for employees to miss work occasionally, but it’s important to have open communication so they feel comfortable letting you know in advance. Managers should encourage engagement with their team. When employees are engaged and involved, it can help reduce absenteeism for your company.
Provide competitive health and wellness initiatives.
This means encouraging employees to prioritize work-life balance and well-being. Offering access to healthcare services and implementing wellness programs empowers your employees to take proactive steps toward managing their health.
This includes attending regular check-ups, seeking medical treatment when necessary, and engaging in activities that promote overall well-being, such as exercise, stress management, and mental and physical health support. When you invest in the health and wellness of your team, you not only reduce absenteeism but also create a productive and positive work environment.
Read More: 5 Strategies to Align Company Culture with Employee Mental Health
PUT AN END TO ABSENTEEISM AND DISENGAGEMENT WITH SALEM SOLUTIONS
Looking to bring in a team that’s eager to show up and give their best every day? Salem Solutions has the expertise to attract motivated individuals who are excited to contribute to your workplace culture.
Through our targeted recruitment strategies, we’ll find candidates who align with your company’s values and goals, ensuring a committed and enthusiastic workforce about their work. Say goodbye to absenteeism and hello to a team that’s ready to make every day count. Drop us a call today for a brighter, more productive future!
References
- CDC. “Worker Productivity Measures Model Workplace Health Promotion CDC.” Centers for Disease Control and Prevention, 26 Apr. 2019, www.cdc.gov/workplacehealthpromotion/model/evaluation/productivity.html.
- Pendell, Ryan. “The World’s $7.8 Trillion Workplace Problem.” Gallup.com, 14 June 2022, www.gallup.com/workplace/393497/world-trillion-workplace-problem.aspx.
- Boyd, Danielle. “Workplace Stress – the American Institute of Stress.” The American Institute of Stress, 2011, www.stress.org/workplace-stress/.
- “20 Statistics Centered around Employee Absenteeism [2023].” TeamSense, www.teamsense.com/blog/absenteeism-workplace-statistics.