This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Schedule Adherence. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Schedule Adherence?
The amount of time that call center representatives spend handling calls, available to handle calls (i.e., in the call queue) or performing other work-related tasks (e.g., training, coaching, approved meetings, etc.) as a percentage of total scheduled work time over the same period of time.
Why should Schedule Adherence be measured?
Call Center Schedule Adherence measures a call center's discipline in following defined schedules over a certain period of time. For example, call center representatives may be required to be performing work-related tasks (calls, training, etc.) for a certain period of the day. So, if Schedule Adherence falls below a certain threshold set by the organization, an analysis must be conducted to analyze how representatives and other employees are using their time, and to look for areas where low-value activity can be eliminated or reduced.
Download a Sample Schedule Adherence
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