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iQOR executive: Local absenteeism rate unacceptably high

Published: 
Tuesday, September 19, 2017
Minister of Trade and Industry, Paula Gopee-Scoon, right, listens in on customer service representative Akeem Bocage during her tour of iQOR Trinidad Limited’s facilities in Barataria last Friday. PICTURE AYANNA KINSALE

Despite facing the problem of a 20 per cent absenteeism rate in T&T, business process outsourcing provider iQOR is confident that the T&T market remains a lucrative one.

Last Friday, director of operations at iQOR with responsibility for providing customer care for Metro PCS Brian Henderson, as well as John Swain, director of operations at iQOR with responsibility for providing customer service to 1-800-flowers, toured iQOR's new Barataria office facilities along with Minister of Trade and Industry Paula Gopee-Scoon.

According to Swain the rate of absenteeism in T&T was almost five times greater than what obtained in other territories in which the company operates

"When they (employees) decide not to come to work or don't give the courtesy of a phone call indicating that they are not coming to work, we call that a no call no show. We do see a higher than acceptable rate of those who are absent. We can build into that for scheduling, we can over hire to compensate for it, but when you see the rate at 20 per cent or more compared to projects in the Phillipines that run four per cent, that is a very big differential" Swain said.

In its T&T operations the company employs more than 600 people and stated that it intends to expand by adding a further 200 employees before 2017 ends.

Stating that the slow down in T&T's economy is not a deterrent to doing business here, Swain said: "We are not locked to your economy. The products and services are not based on the T&T economy. The companies iQOR deals with are all international. Part of the appeal is that we are here to contribute to the local economy."

In 2015, iQor announced that it was entering the T&T market with the strategic intention of deepening its nearshore footprint and to create jobs in the local economy.