Call Center Adherence
Definition: Call center adherence refers to the extent to which call center agents follow their scheduled shifts and work patterns.
It is a crucial performance metric that helps managers ensure that agents are available to handle customer calls as expected. High adherence leads to improved customer service and operational efficiency.
Key Aspects of Call Center Adherence:
- 1. Factors Affecting Adherence
- Schedule Changes: Last-minute schedule adjustments can disrupt adherence.
- Agent Availability: Personal issues or unexpected events can lead to absenteeism.
- Operational Efficiency: Systems or tools that fail to work smoothly can affect adherence.
- 2. Types of Adherence Measurement
- Intraday Adherence: Tracks real-time adherence throughout the day.
- Weekly or Monthly Adherence: Measures how consistently agents adhere to their schedules over a longer period.
- Compliance vs. Flexibility: Balancing adherence to scheduled hours with the need for flexibility.
Strategies to Improve Call Center Adherence:
- 1. Clear Scheduling Practices: Ensure that agents understand their shifts and any flexibility within their schedules.
- 2. Real-Time Monitoring: Use software to track adherence as it happens and adjust resources if necessary.
- 3. Incentives for High Adherence: Reward agents who maintain high adherence levels with bonuses or recognition.
- 4. Address Barriers to Adherence: Identify and address reasons for absenteeism or tardiness, such as system problems or scheduling conflicts.
Other Terms:
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