Call Center Scheduling Feature Article

June 02, 2011

Schedule Adherence is Critical to Effective Call Center Scheduling

By Susan J. Campbell, TMCnet Contributing Editor

What is the most effective way to conduct call center scheduling? If you believe this is a loaded question, you’re right. There are a number of different elements that have to be considered before you can effectively put together a call center schedule that will work according to the availability of your agents and your accurate forecast. Of course, the more challenging tasks is getting your agents to adhere to the schedule once it has been created.

Schedule adherence was the topic of focus in a recent Monet Software blog as call center scheduling relies on the ability of the management to determine call center metrics and how they play into the performance of the center. One of the most important metrics identified by call center managers is the schedule, and along with it – agent adherence. In order for the call center to thrive, the center and its agents must be able to understand adherence and focus on its improvement.

When paying attention to call center scheduling, agents and managers must understand what call center adherence measures. In simple terms, adherence is a measure of agent productivity. It basically measures the percentage of time an agent is actively working on the phone, compared with the time the agent should be on the phone according to the schedule. An agent can easily get out of adherence when he or she doesn’t understand the importance, or if he or she is simply not paying attention to the tasks that must be done.

As important as adherence is to call center scheduling, it can be very easy for agents to be out-of-adherence. If your agents are not familiar with the impact that adherence has on the overall service levels, it is up to you to educate them and explain the negative impact that 10 or 20 minutes of out-of-adherence can have on the whole center or his or her team. If the agent does not have a clear definition of phone and non-phone activities, you must clearly communicate the difference, stressing what is important for their role.

A schedule that is too rigid can also cause your agents to be out-of-adherence. Don’t create so much pressure for your agents that they need to take extra “breaks” just to survive. If this is happening, talk to the team and make improvements. The same is true if your call center scheduling is too flexible. You have to have accountability or it can also create out-of-adherence. Use the tools at your disposal and again, talk to your team so the schedule is a right fit.

A failure to track adherence in your call center scheduling is another way to make it difficult to manage your center. Keep in mind that you can’t manage what you don’t measure, so find a way to measure adherence and review your expectations with your team. Also be sure your forecast and assumptions are accurate and that you are including all call and non-call activities into the schedule. In doing so, schedule adherence will be within your reach.

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