June 19, 2014
By definition, schedule adherence is the percentage of time agents are where they are supposed to be, according to their assigned schedules - - which can include work time, lunch and break time, training time, team meeting time, etc. Poor adherence can be surprisingly expensive for a center. We can calculate that a single agent who is regularly “short” on work-time adherence by 20 minutes per day throughout the year, costs the company 83 hours of lost work and $1,000 in wages (based upon an avg. $12/hr.). This extrapolates to nearly 1,000 customer calls not handled by that agent over that same period!
Research suggests that there are two major reasons for poor performance in schedule adherence. The first is a general lack of understanding by agents of the importance and impact that schedule adherence has upon the company, The second reason is poor supervision and management.
Of call centers surveyed, 71% track or follow adherence to schedule whereas 28% do not. Of those centers that track adherence, 66% use commercial WFM systems. About 42% of centers surveyed revise their workforce schedules as required, without established intervals; 20% of respondents revise schedules on a monthly basis, 15% revise on a quarterly-basis, and 4% revise weekly.
The following Best Practices are suggested by experts to help managers gain control over adherence:
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