Home > CRM Schools > Call Center Metrics > Schedule adherence
Schools:

Call Center Metrics
EMAIL THIS
 START   INTRO   AHT   BLOCKING   CPC   CSAT   FCST   CALLS OFFERED   OCCUPANCY   QM   ADHERENCE   SL   REVIEW   

Schedule adherence




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 breaks and other time off the phone (often referred to as "compliance").

    		•
    BROWSE SUBCATEGORIES:  Understanding schedule adherence in the call center: Podcast (1),  Measuring schedule adherence in the call center: Expert advice (7),  Test your knowledge of schedule adherence: Quiz (1) 
      Understanding schedule adherence in the call center: Podcast: 1 - 1 of 1

    Understanding call center schedule adherence
    Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.
      Measuring schedule adherence in the call center: Expert advice: 1 - 3 of 7

    Absenteeism statistics for the call center
    Every call center manger should strive for the staff attendance figures expert Lori Bocklund shares in this tip.
    Adherence to schedule in the call center
    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.
    Call center agent log in times: Is there an industry standard?
    Expert Lori Bocklund answers a question about industry standards for call center agent log in times.
    VIEW ALL IN THIS CATEGORY

      Test your knowledge of schedule adherence: Quiz: 1 - 1 of 1

    What call center software can provide comprehensive schedule adherence information?
    Test yourself on schedule adherence in this question from the Call Center Metrics School quiz.

    About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
    SEARCH 
    TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

    TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




    All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy     		  TechTarget - The IT Media ROI Experts