Adherence Measurement for call center agents

Adherence measurement factor, or signed-on time, is a measurement of how much time an individual is available to handle calls versus the time he or she was scheduled to handle calls. If adherence factor is 85%, a rep would be expected to be in adherence 0.85 x 60 minutes, or 51 minutes on average per hour.

What is Adherence Measurement in a call center?

Adherence consists of all plugged-in time, including talk time, after call work (wrap-up) time, waiting for the next call, and necessary outgoing calls. Lunch, breaks, training, etc., are not counted as time assigned to handle calls. Adherence factor should be established at a level that is reasonable and that reflects the many things that legitimately keep reps from the phones. It should also flexible (adjustable downward) when call volumes are low.

Some have developed adherence factor into a more refined measurement that also incorporates timing — when was a person available to take calls, in addition to how much time they were available. The idea is to ensure that people are plugged in mid-morning when calls are barreling in, and saving special projects for Thursday and Friday afternoon when calls slow down.  ACD and forecasting/staffing software has improved adherence reporting significantly in recent years.

The advantage of adherence factor is that it is reasonably objective. Reps cannot control variables such as the number of staff scheduled to answer calls, the number of calls coming in, the distribution of long and short calls or the distribution of easy and difficult calls. But they can generally control how available they are to take calls.




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