Devoted to the call center industry, the agents on the phones, and their managers

"Christmas has come and gone and missed it because I had to work.  Now, I might miss celebrating the New Year.  I was told that we weren’t allowed to take those days off to celebrate because this is when we are needed the most.  I’m new to the call center environment and would like to know if there is any way I can avoid this.  I think it’s harsh, especially for me being new and all.  Why is this so?" - Tara

During this season, centers expect a spike in absenteeism due to the holiday season.  It’s even harder when you are working for an account that expects more calls to come in a few weeks before Christmas day.  Part of their planning, they usually offer incentives or ask their teams ahead of time, if they are going to take those days off.  If you’re new, the company might have an existing policy that doesn’t give you the chance to choose, being a probationary employee.

I suggest you talk to your team leader and ask whether you can take come in on another day in replacement of New Year’s Eve.  Usually, this can be arranged.  You can also go to a team member and ask if you can swap schedules.  This is a better option because it doesn’t impact the business as much.