Learning the Value of Schedule Adherence

Trying to schedule for a call center is likened to dodging a minefield. Schedulers have to gauge when call volumes will spike, the causes for such spikes, how many agents need to be in the “trenches” and how to properly use resources. There is software like Workforce Management tools that can forecast ebbs and flows while accurately scheduling the right amount of agents per shift. Unfortunately, without proper schedule adherence, these tools do not mean much.

Agents, like supervisors, need to hold some accountability for their actions. This includes being on time for every shift to ensure the center is operating efficiently. It’s a known fact that callers will leave a brand if call times are too long or calls are dropped.

It is not just about showing up on time, but showing up, in general. Supervisors will do their best to accommodate every schedule request, but agents need to be accountable for their own actions. This is why taking a holistic approach to schedule adherence is suggested.

What exactly does that mean? Scheduling meetings or events that may run over shifts then letting agents decide if they want to attend is putting it on their shoulders. It shows which agents can step up to the unexpected and who stands in the shadows.

A call center is a series of unexpected events; high call volumes, quick turnarounds, FCR, redirecting callers, and now, the omnichannel options. Ensuring agents understand what an important piece of the puzzle they truly are gives a sense of pride and ownership, breeding a new level of schedule adherence.

Does your call center have a schedule adherence plan in place?


Edited by Erik Linask