Setting the proper goals for Schedule Adherence and Conformance is easier said than done. Schedule Adherence is a crucial performance management component for call center operations. The key question is how efficient would you like your call center to be while promoting the kind of work environment that attracts and keeps the best employees?
The higher your goals, the stricter the working conditions. This could lead to higher turnover in staff as they might choose to go work in another field, or worst - to your competitor. It is a delicate balance that requires some serious thinking. We provide you with this tool to help you during your decision making process. Your call center reports will serve you better once you have set proper goals.
This works perfect with IEX. Let us know if you find discrepancies for other workforce management systems.
Change the yellow fields to match your parameters.
|Non-Productive (in minutes)|
|Late Start of shift or break or lunch (in minutes)|
|IN ADHERENCE - in minutes||Scheduled||Actual|
|IN adherence of the time agent was supposed to be Logged IN|
|IN adherence of the time agent was supposed to be Logged OUT|
|OUT ADHERENCE - in minutes||Actual|
|OUT adherence of the time agent was supposed to be Logged IN|
|OUT adherence of the time agent was supposed to be Logged OUT|
|ADHERENCE GOAL = _%||Formula = Total IN Adherence / (Total IN Adherence + Total OUT Adherence)|
|CONFORMANCE GOAL = _%||Formula = Total Actual Minutes / Total Scheduled Minutes
(Where Total Actual Minutes = Login Adherence IN + Logout adherence OUT)