Contact Centre Research

Absenteeism is a Big Problem for Contact Centre Supervisors

What-is-the-greatest-challenge-faced-by-contact-centre-supervisors-and-managers

Published On: 6th Aug 2026 10:10

In a recent poll, we found that absenteeism was the greatest difficulty for contact centre supervisors and managers to overcome, with 29% of the vote.

However, it was only marginally ‘in-front’ as it was closely followed by keeping the right agents and the struggle to consistently hire the right agents, each receiving 25% of the votes cast.

What is the greatest challenge faced by contact centre supervisors/managers?

Answers

Absenteeism? – 29%
Too much time spent on performance mgmt? – 16%
Consistently hiring the right agents? – 25%
Keeping the right agents? – 25%
Poor training pass rates? – 3%

Source: Call Centre and Contact Centre Community Linkedin group poll Sample size – 31 Date: September 2013

Reviewed by: Robyn Coppell

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