- Schedule Adherence
- A workforce management metric measuring how closely agents follow their assigned schedules, including start times, breaks, and end times.
Schedule Adherence is a workforce management metric measuring how closely agents follow their assigned schedules, including start times, breaks, and end times. It's calculated by comparing actual time worked to scheduled time.
Calculation: Schedule Adherence = (Actual Time Worked / Scheduled Time) × 100
Adherence measures whether agents are: - Logged in at scheduled start times - Taking breaks at scheduled times - Returning from breaks on time - Logged out at scheduled end times - Available during scheduled work periods
Why Schedule Adherence Matters
Service Level Achievement: Poor adherence means agents aren't available when scheduled, leading to: - Missed service level targets - Longer wait times - Higher abandon rates - Reduced capacity
Forecast Accuracy: Adherence directly impacts whether forecasted staffing levels are achieved.
Cost Management: Poor adherence can lead to overstaffing (to compensate) or understaffing (reducing service quality).
Operational Efficiency: Good adherence ensures optimal utilization of scheduled resources.
WFM Effectiveness: Adherence is a key indicator of WFM program effectiveness and agent engagement.
Factors Affecting Adherence
Agent Engagement: Disengaged agents are less likely to adhere to schedules.
Schedule Quality: Schedules that don't consider agent preferences or are unrealistic lead to poor adherence.
Communication: Lack of clear communication about schedules and expectations affects adherence.
Technology: Systems that make it easy to view schedules and log in/out improve adherence.
Management Support: Management emphasis on adherence and accountability improves performance.
Improving Schedule Adherence
Involve Agents: Include agents in scheduling decisions and consider their preferences to improve buy-in.
Clear Communication: Clearly communicate schedules, expectations, and the importance of adherence.
Provide Tools: Give agents easy access to schedules and tools to manage their time.
Set Expectations: Establish clear expectations and consequences for adherence performance.
Monitor and Coach: Track adherence regularly and provide coaching to agents who need improvement.
Recognize Performance: Recognize and reward good adherence to encourage continued performance.
Best Practices
Set Targets: Establish adherence targets (typically 90-95%) based on business requirements.
Monitor Real-Time: Track adherence in real-time to identify issues and make adjustments promptly.
Provide Visibility: Give agents visibility into their adherence performance and how it impacts operations.
Regular Review: Review adherence trends regularly and identify patterns or issues.
Balance Flexibility: Balance adherence requirements with reasonable flexibility for agent needs.
By improving schedule adherence, organizations can achieve service level targets, optimize resource utilization, and enhance operational efficiency.