The Challenge of Agent Adherence

Agent adherence is a metric that can be measured and tracked, but knowing how your call center is doing in this area and making changes for the better are two very different things. If an agent goes off script, training and call recording can make certain they go back to using the company-approved verbiage. Some calls taking too long? Again, coaching and strategic changes can probably shave a few minutes or seconds off the typical customer engagement. But agent adherence is a trickier challenge, because even outstanding agents can be vulnerable to distractions and other outside factors than can impact job performance. You can create a schedule that should be sufficient, but keeping agents focused and aware throughout their shift requires additional support. Why? It’s human nature to get distracted, and distractions can emerge not just internally but throughout the call center environment. Agents may not be aware of how these “mental check-outs” impact not just the service level they provide, but that of other agents and the entire call center. Also, as call centers become contact centers, engaging customers through email, chat and social media, it can be more difficult to assess adherence across these multiple channels, and make sure all are getting the attention they deserve. However, there are strategies that have helped call centers with their adherence issues. We have published a whitepaper that outlines strategies for improved agent adherence and we hope that this might help you get new ideas on how to address this issue in your call center.