CRM Schedule adherence:
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.
Measuring schedule adherence in the call center: Expert advice:
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Absenteeism statistics for the call center
Ask the Expert - Every call center manger should strive for the staff attendance figures expert Lori Bocklund shares in this tip.
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How to calculate staffing needs for a new call center
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Adherence to schedule in the call center
Ask the Expert - There are many factors to consider when measuring adherance to schedule for a call center. Most call centers will define a target percentage that allows some cushion.
Understanding schedule adherence in the call center: Podcast:
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Understanding call center schedule adherence
Podcast - Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.