Call Center Scheduling Tips: #3 Agent Adherence

Here is call center scheduling tip #3: Once you produce optimized schedules, it will be important for agents to stay on schedule, taking their breaks and lunches on time and returning on time, thus reducing shrinkage. What should you do to improve schedule adherence?

Inform and educate

  • Agents need to understand the relevance of schedule adherence
  • Explain how 10 minutes impacts the entire center performance

Measure and manage 

  • Measure & track adherence using workforce management tools
  • Share adherence reports with your agents – how they are doing


Provide incentives

  • Reward agents (95% within adherence) – recognition & bonus
  • Agents are aware of the consequences for out-of-adherence behavior
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