Call center managers are under intense pressure to make sure that every minute of every agent’s time is being used efficiently while they are on the clock.

Not only must they ensure that agents aren’t showing up late, taking excessively long breaks or leaving early, they must also ensure that agents are on the phones, helping customers, being productive and meeting individual and group goals.

Since labor is the single biggest cost facing any call center, maintaining schedule adherence is critical to achieving efficient and cost effective call center operations. In fact, adherence should be tracked all the way down to the minute, as minutes count when it comes to delivering prompt customer service.

But if a call center manager is overseeing 10 or more agents, it can be a challenge to keep accurate track of their comings and goings – especially if the company is still using manual systems such as spreadsheets for call center scheduling. As such, call center managers need more sophisticated tools to track schedule adherence and “shrinkage,” which is the amount of time that agents are on the clock, but not on the phones.

If you’re looking for ways to improve schedule adherence in your call center, then be sure to check out the upcoming free webinar, “How to Measure and Improve Agent Adherence in Your Call Center” to be presented by Monet Software from 10 to 11 a.m. PST (1 to 2 p.m. EST), Tuesday, Jan. 19, 2010.

Attendees will learn how to improve agent adherence, reduce shrinkage and increase service levels. Industry expert, Chuck Ciarlo who successfully owned and operated multiple call centers, will explain:

--How to plan for unavoidable shrinkage in your scheduling process
--How to measure and improve schedule adherence in your call center
--How real-time agent adherence can dramatically improve service levels

To register for this informative free webinar, click here.