Schools:Call Center Metrics

Schedule adherence

Metric: Schedule adherence

Acronym: N/A

Definition: Total time a CSR is available for call work divided by the time they are scheduled expressed as a percentage.

Application:

  • Schedule adherence is used to ensure CSRs work the amount of time they are supposed to work.
  • Sometimes adherence can take into account the specific times a CSR takes breaks and other time off the phone (often referred to as "compliance").

    Tips about using schedule adherence as a call center metric:

     Used in a high volume/large call center environments where CSR availability is not easily seen or monitored. It is a method of measuring whether or not CSRs are signed on for the required time.
     Workforce management (WFM) systems may provide this information either expressed as a percentage, or also how many minutes (+,-) a CSR was out of compliance with his or her schedule. Some flexibility is allowed to accommodate the unpredictability of call lengths.
     Some will differentiate adherence (amount of time) with compliance (specific times), the latter being more detailed and rigorous time tracking.

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