Keeping Call Centers on Track: Monitoring Agent Adherence Levels

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Source: Pipkins

Date: January 2008

Type: White Paper

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Overview: Call center schedules are notoriously fragile. Agents may arrive late, log in to wrong work queue, take breaks or lunch at slightly different times than planned, or get called away for an unexpected meeting. Call center supervisors need strategies for nipping adherence violations in the bud. Real-time adherence tools available with many of today’s workforce scheduling applications can help by automatically alerting managers when agents are out of compliance. This makes it possible to flag minor lapses. The goal of real-time adherence monitoring is simply to reduce unproductive time by keeping agents in their seats when they’re supposed to be.

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