Definition: Adherence refers to the degree to which agents stick to their schedules, a calculation that is measured as a percentage. There are several challenges to adherence, one of which is the transition between what are often complex call center shifts.
If an agent arrives five minutes late, logs in seven minutes late, begins a training session eight minutes late, and stays on a break 10 minutes longer than scheduled, that agent is 30 minutes out of adherence. Multiply these events at a business with hundreds of agents and it is easy to see how adherence can quickly become a serious problem.
Keeping track of schedule adherence using manual systems (such as spreadsheets) can be time-consuming. This is where today’s automated workforce management solutions are playing an increasingly crucial role. They track schedule adherence in real-time.