📞 Introduction
Greetings, dear readers! In the fast-paced and highly competitive world of call center operations, one of the key factors determining success is adherence. Adherence is the degree to which agents follow the schedule and procedures laid out by their supervisors. When agents adhere to the schedule, they arrive on time, take breaks as scheduled, and are fully prepared to answer calls. Adherence ensures a smooth flow of work, improves customer satisfaction, and boosts revenue.
Unfortunately, adherence is one of the biggest challenges that call centers face. Agents may be late, take long breaks, or deviate from the script. This can lead to missed calls, low service levels, and unhappy customers. Moreover, non-adherence can cause a cascade effect, leading to agents becoming more stressed and less productive, resulting in a vicious cycle.
However, adherence can be improved and maintained through diligent monitoring, training, communication, and rewards. In this article, we will explore the different aspects of adherence, its impact on call center operations, and strategies to maximize it. Whether you are a call center manager, supervisor, or agent, this guide will provide valuable insights and actionable tips to help you achieve adherence excellence.
📊 Adherence in Call Center: Definition and Types
Adherence refers to the degree to which agents follow the schedule and procedures laid out by their supervisors. Adherence can be measured in different ways, such as:
| Adherence Type | Definition | Measure |
|---|---|---|
| Attendance Adherence | Agents arriving and leaving on schedule | Percentage of time logged in vs scheduled |
| Task Adherence | Agents following the script and procedures | Percentage of calls with correct disposition |
| Break Adherence | Agents taking breaks as scheduled | Percentage of time spent on break vs scheduled |
In general, adherence is expressed as a percentage, with 100% indicating perfect adherence. However, some call centers may have different adherence goals, depending on their operational needs and constraints.
👉 Attendance Adherence
Attendance adherence is the most basic form of adherence. It refers to the degree to which agents arrive and leave on schedule, as prescribed by their work schedule. Attendance adherence is crucial because it ensures that there is enough staff to handle the incoming calls, and that no calls are missed due to understaffing. Moreover, attendance adherence sets the tone for the agents’ overall work behavior and professionalism.
Measuring attendance adherence is straightforward. Call centers use workforce management software to track the agents’ time logs and compare them to their scheduled shifts. The attendance adherence percentage is calculated as the time logged in divided by the scheduled time, multiplied by 100. For example, if an agent is scheduled to work for 8 hours and logs in for 7.5 hours, the attendance adherence is 93.75%.
However, attendance adherence can be affected by many factors, such as traffic, weather, health, and personal emergencies. Therefore, call centers need to have a clear attendance policy that defines the acceptable reasons for absence, the procedures for reporting absences, and the consequences of non-compliance. Moreover, call centers should provide incentives for agents with high attendance adherence and offer support for those with low adherence due to genuine reasons.
👉 Task Adherence
Task adherence is the degree to which agents follow the script and procedures laid out by their supervisors. Task adherence is crucial for maintaining consistency, accuracy, and customer satisfaction. Moreover, task adherence ensures that agents handle the calls efficiently and effectively. Task adherence involves several aspects, such as:
- Following the opening and closing scripts
- Asking the right questions and listening attentively
- Providing correct and complete information
- Using the right tools and systems
- Following the escalation procedures
Measuring task adherence is more challenging than attendance adherence. Typically, call centers use quality assurance programs to monitor a sample of calls and evaluate them against predefined criteria. The task adherence percentage is calculated as the number of calls that meet the criteria divided by the total number of calls monitored, multiplied by 100. For example, if a call center monitors 100 calls and finds that 85 of them meet the criteria, the task adherence is 85%.
However, task adherence can be affected by several factors, such as agent knowledge, skills, motivation, and incentives. Therefore, call centers need to provide comprehensive training and coaching for agents, as well as offer feedback and recognition for those with high task adherence. Moreover, call centers should regularly review and update their scripts and procedures to reflect the changing needs and expectations of their customers and business.
👉 Break Adherence
Break adherence is the degree to which agents take breaks as scheduled, as prescribed by their work schedule. Break adherence is crucial for maintaining agents’ health, well-being, and productivity. Moreover, break adherence ensures that agents have enough time to rest, recharge, and prepare for the next call. Break adherence involves several aspects, such as:
- Taking breaks at the right time
- Taking breaks for the right duration
- Not interrupting breaks with work-related activities
Measuring break adherence is similar to measuring attendance adherence. Call centers use workforce management software to track the agents’ time logs and compare them to their scheduled breaks. The break adherence percentage is calculated as the time spent on break divided by the scheduled break time, multiplied by 100. For example, if an agent is scheduled to take a 15-minute break and spends 13 minutes on break, the break adherence is 86.67%.
However, break adherence can be affected by several factors, such as call volume, workload, and agent preferences. Therefore, call centers need to provide a flexible break schedule that allows agents to adjust their breaks according to their needs and workload. Moreover, call centers should encourage agents to take their breaks and offer incentives for high break adherence, such as longer breaks or preferred shifts.
📈 Impact of Adherence on Call Center Operations
The impact of adherence on call center operations is significant and multi-dimensional. Adherence affects several key performance indicators (KPIs) that call centers use to measure their effectiveness and efficiency. Some of the KPIs affected by adherence are:
- Service Level
- Average Handle Time
- Abandoned Calls
- Satisfaction Score
- Revenue per Call
Let’s examine each KPI and how adherence affects it.
👉 Service Level
Service level is the percentage of calls answered within a preset time threshold, usually expressed in seconds. For example, a call center may have a service level goal of answering 80% of calls within 20 seconds. Service level is a critical KPI because it reflects how well the call center is meeting its customers’ expectations and needs. Moreover, service level is linked to other KPIs, such as abandoned calls, satisfaction score, and revenue per call.
Adherence has a direct impact on service level. When agents adhere to their schedule and procedures, they are more likely to be available to take calls, handle them efficiently and effectively, and minimize the waiting time for customers. On the other hand, when agents do not adhere, they may be unavailable, busy with non-call-related activities, or unable to handle the calls due to lack of preparation or knowledge. This can result in longer waiting times, missed calls, and lower service level.
Therefore, improving and maintaining adherence is crucial for achieving and exceeding the service level goals. Call centers can use several strategies to boost adherence and service level, such as:
- Aligning the schedule with the call volume and patterns
- Providing adequate staffing and training
- Monitoring and coaching agents regularly
- Recognizing and rewarding high adherence and service level
👉 Average Handle Time
Average handle time (AHT) is the average duration of a call, from the moment it is answered to the moment it is terminated. AHT is a critical KPI because it reflects how efficient and effective the agents are in handling the calls. Moreover, AHT is linked to other KPIs, such as service level, abandoned calls, satisfaction score, and revenue per call.
Adherence has an indirect impact on AHT. When agents adhere to their schedule and procedures, they are more likely to handle the calls efficiently and effectively, reducing the AHT. On the other hand, when agents do not adhere, they may be distracted, interrupted, or unprepared, leading to longer AHT. Moreover, non-adherence can cause agents to become stressed, fatigued, or demotivated, resulting in longer AHT and lower quality.
Therefore, improving and maintaining adherence is crucial for reducing AHT and enhancing quality. Call centers can use several strategies to boost adherence and AHT, such as:
- Providing comprehensive training and coaching
- Using effective call routing and scripting
- Encouraging agents to prepare and anticipate customer needs
- Offering feedback and recognition for high AHT and quality
👉 Abandoned Calls
Abandoned calls are the calls that are terminated by the customers before they are answered by the agents. Abandoned calls are a critical KPI because they reflect how well the call center is managing the waiting time for the customers. Moreover, abandoned calls are linked to other KPIs, such as service level, satisfaction score, and revenue per call.
Adherence has a direct impact on abandoned calls. When agents adhere to their schedule and procedures, they are more likely to be available to answer the calls, reducing the waiting time for the customers and the likelihood of abandonment. On the other hand, when agents do not adhere, they may be unavailable or busy with non-call-related activities, increasing the waiting time for the customers and the likelihood of abandonment. Moreover, non-adherence can cause agents to become stressed, unfocused, or rude, resulting in higher abandonment rates.
Therefore, improving and maintaining adherence is crucial for reducing abandoned calls and enhancing customer satisfaction. Call centers can use several strategies to boost adherence and reduce abandoned calls, such as:
- Aligning the schedule with the call volume and patterns
- Providing adequate staffing and training
- Offering alternatives to waiting, such as callbacks or self-service
- Measuring and improving the first call resolution rate
👉 Satisfaction Score
Satisfaction score is the rating that customers give to the call center based on their experience. Satisfaction score is a critical KPI because it reflects how well the call center is meeting and exceeding the customers’ expectations and needs. Moreover, satisfaction score is linked to other KPIs, such as service level, AHT, abandoned calls, and revenue per call.
Adherence has a direct impact on satisfaction score. When agents adhere to their schedule and procedures, they are more likely to handle the calls professionally, courteously, and effectively, enhancing the customer experience and the likelihood of a high satisfaction score. On the other hand, when agents do not adhere, they may handle the calls poorly, rudely, or unprofessionally, harming the customer experience and the likelihood of a low satisfaction score. Moreover, non-adherence can cause customers to become frustrated, anxious, or angry, leading to a lower satisfaction score.
Therefore, improving and maintaining adherence is crucial for enhancing the satisfaction score and customer loyalty. Call centers can use several strategies to boost adherence and satisfaction score, such as:
- Providing comprehensive training and coaching
- Empowering agents to make decisions and resolve issues
- Encouraging empathy and active listening
- Offering incentives for high satisfaction score and loyalty
👉 Revenue per Call
Revenue per call is the amount of revenue generated by each call, usually expressed as a dollar value. Revenue per call is a critical KPI because it reflects how profitable the call center is and how well it is aligning its operations with the business goals. Moreover, revenue per call is linked to other KPIs, such as service level, AHT, abandoned calls, satisfaction score, and customer lifetime value.
Adherence has an indirect impact on revenue per call. When agents adhere to their schedule and procedures, they are more likely to handle the calls efficiently and effectively, leading to higher revenue per call. On the other hand, when agents do not adhere, they may handle the calls poorly, rudely, or unprofessionally, leading to lower revenue per call. Moreover, non-adherence can cause customers to abandon the call or switch to a competitor, leading to a lower revenue per call.
Therefore, improving and maintaining adherence is crucial for enhancing revenue per call and business performance. Call centers can use several strategies to boost adherence and revenue per call, such as:
- Providing adequate staffing and training
- Using effective cross-selling and upselling techniques
- Ensuring prompt and accurate billing and collections
- Tracking and analyzing customer behavior and preferences
📝 Strategies for Maximizing Adherence in Call Centers
Now that we have examined the impact of adherence on call center operations, let’s explore the strategies for maximizing adherence. These strategies are based on the best practices and proven methods used by successful call centers around the world. By implementing these strategies, call centers can improve and maintain their adherence, leading to higher performance, efficiency, and customer satisfaction.
👉 Strategy 1: Align the Schedule with the Call Volume and Patterns
The first and foremost strategy for maximizing adherence is to align the schedule with the call volume and patterns. This means that call centers should analyze their historical and real-time data to determine the peak and non-peak periods, the call types and volumes, and the agent skills and availability. Based on this analysis, call centers should create a flexible and realistic schedule that accommodates the fluctuating demand and the agents’ needs and preferences.
Moreover, call centers should communicate the schedule clearly and regularly to the agents, using various channels such as emails, messages, and posters. This helps the agents plan their work and personal activities accordingly, reducing the likelihood of non-adherence. Additionally, call centers should seek the agents’ feedback and suggestions regarding the schedule, as they are the ones who will be directly affected by it.
👉 Strategy 2: Provide Comprehensive Training and Coaching
The second strategy for maximizing adherence is to provide comprehensive training and coaching for the agents. This means that call centers should equip the agents with the knowledge, skills, and tools they need to handle the calls effectively and efficiently. The training and coaching should cover various topics such as:
- The call center policies and procedures
- The product and service knowledge
- The communication and listening skills
- The technology and systems usage
- The customer service and retention techniques
Moreover, call centers should provide ongoing and individualized coaching to the agents, based on their strengths and weaknesses. The coaching should focus on improving the agents’ adherence, quality, and performance, and should offer constructive feedback and recognition. Additionally, call centers should encourage the agents to seek further learning and development opportunities, such as certifications, seminars, and workshops.
👉 Strategy 3: Use Effective Call Routing and Scripting
The third strategy for maximizing adherence is to use effective call routing and scripting. This means that call centers should design and implement a call routing and scripting system that guides the agents through the call flow and ensures consistency and accuracy. The call routing and scripting system should consider various factors such as:
- The customer’s needs and preferences
- The agent’s skills and availability
- The call type and purposeThe call type and purpose