In a contact centre environment we currently use a trigger system which leads to formal action for persistent lateness.

I’m reviewing the policy and wonder can any others share techniques they use?

Some employee & union feedback suggests that our punitive approach may be fostering a culture of tolerance (up to the permitted levels).

I’m keen to take a pragmatic approach but want some assurance of effectiveness.

An inclusion of what you consider constitutes mitigation would be helpful too.

I’d appreciate your thoughts.
Emma Doherty