Call center schedule adherence is an important terminology related to call centers. It refers to the common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work. Schedule adherence can take into account time spent on breaks or do non-call related work.
Measurement:
Schedule adherence is measured as follows:
Total time a call center agent is available for call work / The time they are scheduled to work
The result is expressed as a percentage. Most call centers define a target schedule adherence percentage that allows for some free time beyond the known scheduled lunch and break times. However, there are instances where agents to go out of adherence as call center schedules tend to be complex.
Importance:
Call center schedule adherence is a crucial call center metric that ensures smooth transitions between shifts assigned to the agents. These days, web-based call center scheduling solutions have become essential to track schedule adherence in real-time with automatic alerts. You can leverage these tools for an appropriate calculation of schedule adherence. Moreover, these tools can be used to track adherence in real-time. Thereafter, these adherence reports can be shared with agents and they can be told how they are doing as it is important to give regular feedback regarding adherence statistics.
You need to consider informing and educating your agents before implementing a new program. This is vital in order to reduce negative backlash from your agents in such cases. Agents need to understand the relevance of schedule adherence and how it affects the call center’s performance. Also, providing incentives by rewarding agents that adhere to their schedule through recognition within the team, will further motivate them to perform better and deliver exceptional services.