What is Adherence?

Adherence, often referred to as schedule adherence, is the measure of how well an agent's actual working time aligns with their scheduled working time. This includes on-queue time, off-queue work, and activities such as meetings and training.

How to Calculate Adherence

Adherence can be calculated using the formula: Where:

Where:

• Scheduled Time Worked is the total time the agent was actually working as scheduled.
• Total Scheduled Time is the total time the agent was scheduled to work.

Why Adherence Matters

Adherence is crucial for several reasons:

• Operational Efficiency: Ensures that resources are used effectively, reducing idle time and improving productivity.
• Customer Satisfaction: High adherence means agents are available when expected, leading to better service levels and customer satisfaction.
• Cost Management: Helps in managing labor costs by ensuring that agents are working as scheduled.

Factors Influencing Adherence

Several factors can influence adherence, including:

• Work Environment: A supportive and well-organized work environment can improve adherence.
• Scheduling Accuracy: Accurate and realistic schedules help agents adhere to their work times.
• Agent Motivation: Motivated agents are more likely to stick to their schedules.
• Training and Development: Proper training ensures agents understand the importance of adherence and how to achieve it.

Strategies to Improve Adherence

To improve adherence, consider the following strategies:

• Clear Communication: Ensure agents understand their schedules and the importance of adherence.
• Flexible Scheduling: Allow for some flexibility in schedules to accommodate personal needs.
• Monitoring and Feedback: Regularly monitor adherence and provide feedback to agents.
• Incentives and Rewards: Implement incentive programs to reward high adherence.

Related Terms

• Occupancy: The percentage of time agents are actively working on tasks.
• Utilization: The ratio of productive time to total time available.
• Service Level: The percentage of calls answered within a specified time frame.

Conclusion

Adherence is a key metric in workforce management that ensures agents are working as scheduled, leading to operational efficiency, cost management, and improved customer satisfaction. By understanding and addressing the factors influencing adherence, organizations can implement effective strategies to improve it.