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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").
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    SEE ALSO - Topics Related to Adherence: 
    Service level, Quality monitoring scores, Number of calls offered, Forecasted calls/AHT vs. actual calls/AHT, Cost per contact, Metrics strategy and review, Introduction to the Call Center Metrics School, Blocking rate, Customer satisfaction, Occupancy, Average handle time (AHT)


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