Originally Posted by ChiliConCarnage
You run something efficiently so that you have a higher profit margin. Otherwise they could easily up staff a bit and cover these situations. They just don't care about these people because they don't have great options.
Here's the context I'm using: running or staffing efficiently for a call center is about ability to answer the calls you're supposed to answer in the time frame you're supposed to answer them.
You can staff efficiently even with bad planning and having too many people on the phone. It's called voluntary time off (VTO) and they NEVER have a problem finding volunteers. Cutting hours from a day is easy.
You can't staff efficiently without good schedule adherence expectations. If a center's schedule adherence is consistently BAD, you will consistently be UNDERstaffed. And there is no efficient way to recover from that. Adding employee hours back is almost impossible.
Almost all call centers allow supervisors/managers to use some leeway for employees that deserve it. But that has a limit, and you are typically limited in how long you can cover for someone.
It sounds to me like the exception they offered her - clocking out each time she needed to use the restroom beyond her break periods - was an extremely fair and lenient one. That's more than most centers will do (legal departments have nightmares about exceptions like that).
Saying "just have her work extra" would work just fine in a different setting. In a call center, her willingness to work an extra hour at the end of the shift to cover for an extra 5 or 6 bathroom breaks is nice, but it only works if the center needs extra staffing at that time.