What is call center schedule adherence?
Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.
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Schedule adherence is measured by taking the total time a call center agent is available for call work and dividing it by the time they are scheduled to work, expressed as a percentage. Call center schedule adherence can take into account time spent on breaks or doing other, non-call related work (this is called "compliance"). Most call centers define a target schedule adherence percentage that allows for some cushion time beyond the known scheduled lunch and break times.
Learn More About IT:
> Listen to a podcast on understanding call center schedule adherence.
> Visit the call center metrics school for other top metrics.
> Get tips for assuring schedule adherence in the call center.