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Glossary

What is call center schedule adherence?

Call center schedule adherence as the name suggests is a standard metric that is used in the call center industry to determine whether or not call center agents are working to their scheduled work timings. 


Call center schedule adherence is highly critical for the profitability and sustainability of a call center.  Additionally, it can be negatively impacted if agents are irregular in their office work timings, or are absent from work often.

How We Can Calculate It?


Call center adherence standards are measured by taking the total time a call center agent is available and dividing it by the time they are scheduled to work, expressed as a percentage. 


Schedule Adherence = (Minutes in Adherence/Total Schedule Adherence)*100

How Can Call Center Adherence Standards Be Affected?


The capacity of an employee to stay to their schedule may be influenced by a number of factors. Some happen on purpose, while others happen by chance or because the agent can't avoid them. These are some factors mentioned below. Have a look at them!


  • Coming to work late.


  • Facing a technological challenge,


  • Unexpectedly being exposed to a fire drill or a building evacuation order.


  • Early leave from work.


  • You may lose internet or system connectivity due to inclement weather or a power outage.


  • When you miss a shift without any notification to a supervisor or requesting time off.


  • Set your status to busy or away while you are available to take calls.


  • Learning about your coworkers


  • Taking long or unexpected pauses


  • Perusing social media profiles, checking personal emails, or texting


  • Thinking to move to another task without completing a customer call that takes longer time than expected.

Ways to Improve Adherence Call Center


Well, here we summarized a list of a few ways that you can use to improve call center adherence standards. So, let’s come to the points directly.


  • You can design a benchmark that will help to calculate your call center schedule adherence. And that percentage can be helpful when you improve your agent adherence over time.


  • You can design a workflow for better productivity.


  • Using shift supervisors and technologies can help to monitor your agents. It will help you to know when your agent is free and when a call takes much more time than expected to complete.


  • Provide additional training and coaching programs to stay on scheduled time.


  • Creating a reward system.


  • You should develop a company culture.

What are the Key Gains of Calculating and Enforcing Adherence Call Center?


Consider the following list of key benefits of the adherence call center.


1. A high schedule adherence rate can enhance the overall efficiency.


2. Better efficiency can improve productivity as well.


3. Managers who enforce schedule adherence in their call centers may develop a culture of cyclical fairness.


4. A manager who knows the adherence rate of their agents can create a better plan decision for the call center. 


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