If you look at the dictionary meaning of adherence, it means to be conscientious in supporting or following something or somebody. In terms of a call center, adherence is about measuring the accuracy of an agent in terms of work schedule. Adherence to schedule is a metric used in the call center to determine whether professionals of the call center are working the amount of time they are scheduled to work or not. It is also termed as call center agent’s degree of compliance with their assigned schedule.This aspect helps in managing the staff of the call center ensuring that agents are working efficiently in the scheduled work time.
Scheduled adherence is important for optimizing staffing, efficiency, and productivity of an outsourced call centers.
Schedule adherence is calculated using following equation:
Schedule adherence can be negatively impacted when agents arrive late in the office, take extended breaks, and leave early from the office without completing their working hours. Manually changing agent status to “away” or “busy” to avoid fielding calls can indubitably affect the productivity of the company thereby impacting schedule adherence.
Call center service providers enhance schedule adherence with following points:
Optimizing agent training
Promoting efficiency-centric culture
Giving recognition and awards to agents who adhere to schedules
Monitoring call center status
Give regular feedback to agents
Provide incentives on performance
Thus, it is vital for call center agents to be aware of the repercussions for not adhering to the norms. Optimizing schedule adherence is one of the most important managerial tasks that has a major impact on the overall efficiency and bottom-line of the call center. This factor helps in ensuring that your most valuable asset is utilized optimally.