The Bradford Factor – Improving Contact Centre Absenteeism

Absenteeism, or not showing up for work, can be a big problem for contact centres and BPOs. We all know it can hurt productivity and team spirit.

Many traditional ways of tracking absences don’t give a clear picture of individual attendance. The Bradford Factor is considered by many a better way to measure absenteeism for each employee.

What Is the Bradford Factor?

The Bradford Factor is a formula that helps measure how often an employee is absent due to sickness or other reasons. It looks at both how many times someone misses work and how long they are away. This way, it can show how disruptive short absences can be.

How to Calculate the Bradford Factor

You can calculate the Bradford Score using this formula:

Bradford Factor Score = (Number of Absences) ² × (Total Days Absent)

This means if an employee misses work often, they will get a higher score.

What Is An Acceptable Bradford Score?

An acceptable Bradford Score typically falls below 45. However, various thresholds signal different actions for managers:

Score > 45: Show Your Concern

At this level, managers should have a casual conversation with the advisor about their attendance. It’s an opportunity to express concern and inform the employee about potential disciplinary actions if absenteeism continues.

Score > 100: Consider Disciplinary Action

A score above 100 warrants more formal actions. Managers may initiate processes such as monitoring attendance closely, issuing a written warning, or considering financial repercussions.

Score > 900: Consider Dismissal

Reaching a score of 900 raises serious concerns about attendance and provides grounds for dismissal. If a manager disagrees with this assessment, a final written warning should be issued. Should attendance fail to improve post-warning, dismissal may become inevitable.

Bradford Factor Score Chart

The table above outlines the colour scales used for the Bradford Factor, and an example can be seen in the image below.

Practical Examples of the Bradford Factor

Employee A

• Absences: 5 days off, then 1 day off
• Total Absences: 2
• Total Days Absent: 6 days

Bradford Factor Calculation:

Bradford Factor Score = (Number of Absences)² × (Total Days Absent) = (2)² × (6) = 4 × 6 = 24

Employee B

• Absences: 6 times for 1 day each
• Total Absences: 6
• Total Days Absent: 6 days

Bradford Factor Calculation:

Bradford Factor Score = (Number of Absences)² × (Total Days Absent) = (6)² × (6) = 36 × 6 = 216

Advantages of the Bradford Factor

One of the primary benefits of the Bradford Factor is its ability to differentiate between types of absenteeism.

Here are some key reasons why the Bradford Factor is often considered more useful than other absenteeism measurement methods:

Managing Absenteeism With the Bradford Factor

The Bradford Factor is a useful tool for keeping track of absenteeism, but it should be used carefully. The scoring system doesn’t consider disabilities or ongoing health issues, which need special attention.

Managers should make sure to note these situations, including cases of sickness, so that employees who really have health problems are treated fairly and aren’t punished too harshly for their absences.

For more tips on dealing with absenteeism in your contact centre, read our articles:

• An Action Plan for Dealing With Absenteeism
• 46 Tips for Managing Absence
• Need to Reduce Absence in Your Contact Centre? Here’s How!

Reviewed by: Xander Freeman