Workforce Management Feature Article
May 17, 2011
Improve Agent Adherence and Improve your Customer Service Operation
By Chris DiMarco, TMCnet Managing Editor
The ultimate goal of a workforce management program is to ensure that your call center operation is consistently filled with the best available agents. This directly correlates to the satisfaction of your customers and ultimately the success of your business. Adherence is the frequency with which your agents are coming at the predetermined times they been assigned, and any loss in adherence can severely damage your customer service success.
For example, an agent might show up for his shift five minutes late; log on to the ACD seven minutes late; show up for a training session eight minutes late; and go over their break time by 10 minutes -- resulting in the agent being a total of 30 minutes out of adherence for that one shift.
Multiply these “out of adherence” events across a center with dozens if not hundreds of agents -- and then multiply that by the total number of shifts and it’s easy to see how schedule adherence can quickly become a serious problem.
Monet software is a leader in the workforce management software field and the company’s recent webinar untangled some of the best practices surrounding adherence as it relates to running a call center. During the call, a poll determined 17% of participants cannot measure adherence and in not doing so they miss a great opportunity to reduce costs and improve performance, since you can only manage what you measure.
Six Simple Strategies for Improving Schedule Adherence in your Call Center took place Wednesday May 11, 2011 2:00pm ET/ 11:00am PT and is available on demand now. The program focused on the most difficult elements of call center management: ensuring there is the right number of staff with the right skills in their seats to handle customer interactions at the right times of the day.
Interested parties can check out the webinar: here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Rich Steeves