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It would be in the call center's best interest to keep their employees feeling happy and appreciated, which will translate to a better attitude when working with customers (Saunders, 2007). Part of this would include showing trust and responsibility to those who have earned it; in this case, Connie after four years with the company, appears to be worthy of such trust. As well, the company's one-day-per-month sick leave policy could be reworked. It is understandable that the sick days are accumulated on a month-by-month basis, due to the high turnover at call centers, but management could add on benefits for top employees. For example, an employee who has been with the company for a year would earn an additional sick day every two months, with further days added each month as their time with the call center increases.
Ultimately, when it comes to dealing with Connie, and any other employees in the same situation, the call center's managers need to handle things on a case-by-case basis. If Connie has been performing well and is able to provide evidence to warrant her sick days, the company should consider being...
They could even go a step beyond and offer to pay for a medical check-up to find any ways she can prevent the recurring sicknesses, so that she won't fall ill as often. On the other hand, an employee who performs poorly and takes sick days without evidence of being sick should not be afforded the same leniency.
Having the director of the reservation center tell Connie that she couldn't take anymore sick days is the opposite of what the center should be doing, as it puts both Connie and other employees at risk of getting seriously ill. The company should ensure that its employees feel valued, respected and appreciated, while preventing anyone from abusing the system and ruining it for the rest.
References
Hillmer, S., Hillmer, B., & McRoberts, G. (2004). The Real Costs of Turnover: Lessons from a Call Center.Human Resource Planning, 27(3), 34-41. Retrieved from EBSCOhost.
Saunders, D. (2007). Appreciate Your Employees Today & Everyday: The Keys to a Happier, More Productive Staff. American Salesman, 52(6), 28-30. Retrieved from EBSCOhost.
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