Use a Call Center Scheduling Solution for Agent Adherence

No matter what industry you work in, if you’re a manager, keeping on top of employees’ schedules can be a bit of an undertaking, particularly in an environment that does not operate on a normal Monday to Friday, 9 to 5 schedule. For the call center, it’s particularly challenging to stay on top of everyone’s scheduling needs, ensuring enough staff for busy call times, schedule changes, emergencies and so on.

A call center scheduling solution can mitigate any headaches that come along with sticking to a schedule and enforcing agent schedule adherence. Call center scheduling shouldn’t be one of the obstacles when running a tight ship, but sometimes monitoring agent adherence can pose as a challenge in keeping things going smoothly.

Call center schedule adherence is a common metric used to determine whether or not agents are working the amount of time they are scheduled to work. Schedule adherence is measured by taking the total time a call center agent is available for call work and dividing it by the time they are scheduled to work. Adherence can also take into account time spent on breaks or doing other, non-call related work.

With all of that information to manage, it’s probably hard to imagine that there was a time where all of this was figured out manually. This is where technology can help with the deluge of information and provide honest to goodness numbers and analytics to give managers a great perspective on their call center schedule adherence.

Monet Software, a provider of call center scheduling and workforce management solutions, recently highlighted this topic, saying that call center managers can easily gather all the information of their agents and view it in real-time with a workforce management and call center scheduling solution.

Adherence is an important metric for call center managers because it helps give a broader view of all lost agent time which, when added up, can mean lost revenue.

Using a workforce management solution can provide a visual landscape of where gaps can be filled and what can be done to correct any lost time. Adherence is a great way to ensure that staff show up to work on time and stick to their assigned schedules.

Edited by Amanda Ciccatelli