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Glossary

What is call center schedule adherence?

Call center schedule adherence as the name suggests is a terminology used in the call center industry to determine whether or not call center agents are adhering to their scheduled work timings. It is 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. Call center schedule adherence is highly critical for the profitability and sustainability of a call center.  It can be negatively impacted if agents are irregular in their office work timings, or are absent from work often.

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