Adherence to a schedule is a critical component to success in any field. Whether you are a student trying to meet a deadline, a professional seeking to optimize productivity, or a business owner managing employees, having a set schedule allows you to maximize efficiency and organization. For many people, staying on task can be a challenge due to external or internal distractions. However, understanding the benefits of working according to a schedule, and utilizing some simple strategies, can help you become more productive and organized. In this blog post, we will discuss the importance of following a schedule, how to create an effective schedule, and strategies for adhering to it. By following these guidelines and setting realistic goals, you can become more productive and organized.
Why is adherence to a schedule important?
Schedule compliance is crucial because doing so could result in more timely customer service. This can enhance the brand’s reputation and give callers a positive experience. A schedule with sufficient breaks can improve agent spirits and make them eager to go to work. Managers can better understand the performance of their call centers by calculating this metric. Additionally, it can assist them in making the most of their resources and in saving money.
What is schedule adherence?
In call centers, schedule adherence is a metric used to determine whether agents are completing their daily tasks at the appropriate times. It is described as the proportion of the working day during which an agent is available to answer calls. Its measured using the equation:
Schedule adherence is calculated by multiplying the time needed to complete the task by the total time scheduled.
You can define each variable as:
High adherence rates could be a sign that employees are on time and providing services as promised. Schedule adherence takes into account breaks for lunch, the restroom, and coffee. Managers don’t anticipate their agents to be on the phone for the entirety of an eight-hour shift, despite the fact that this metric relates to productivity. A 100% adherence rate may be unrealistic because of daily unforeseen circumstances or interruptions
What factors may affect schedule adherence?
It depends on a variety of factors whether an employee keeps to their schedule. Some happen voluntarily, while others happen accidentally or cannot be prevented by the agent. Some of these factors include:
Schedule adherence vs. schedule conformance
Both adherence and conformity comprise a portion of the entire workday. Each one estimates how much of a call center employee’s time is spent on various tasks. The amount of time an agent spends completing the tasks on their schedules as assigned is known as adhesion. Breaks, meetings, and other tasks related to both work and non-work may be included.
Conformance measures how much time an agent spends performing work-related activities compared to the total time they are expected to be at the call center. Simply put, conformance only considers direct work time, while adherence includes all scheduled tasks.
How to improve schedule adherence
Learn how to increase schedule adherence for your call center by following these steps:
1. Set a benchmark
Calculate your current schedule adherence to find the rate. This percentage can be used to determine whether your agent adherence has improved over time. When calculating the same amount in the future, you can use this number as a guide.
2. Design workflow for productivity
On your new hires’ first days at the business, incorporate instruction and training regarding adhering to the schedule. Set your expectations up front and make it a part of the onboarding process. This can help agents develop good habits. You could also take steps to stop potentially distracting actions outside of break times. On company computers, take into account blocking social media websites or gaming software.
3. Monitor agents
Utilize technology and shift supervisors to keep an eye on how your agents are spending their time. Time stamps and other tracking techniques are typically used by programs and applications to demonstrate whether agents are completing tasks on schedule. This can assist you in figuring out when agents are actually busy or when calls take longer than anticipated to finish.
4. Provide supplemental training
For agents who might need additional assistance to stay on schedule after onboarding, you can provide additional training or coaching programs. Consider methods that can help people maintain their focus throughout their shift, such as meetings, feedback, and classes. In order to take into account factors outside of work that prevent employees from adhering to their schedules, you may also provide one-on-one progress reports or counseling services.
5. Create a reward system
Offering incentives may help agents meet their goals. Financial rewards, gifts, and other incentives may motivate team members to adhere to their schedules, arrive on time, and avoid distractions. People who already adhere to their schedules can receive incentives for being excellent employees. Other team members may be inspired by external rewards to adopt their strategies, work harder, and copy them.
6. Develop the company culture
Make schedule adherence part of your company culture. In order to provide customers with a positive experience and foster a positive work environment for their coworkers, emphasize the necessity for agents to adhere to their schedules. This could promote the company’s values of individual and collective success.
Benefits of calculating and enforcing schedule adherence
Following the schedule can benefit call centers in a variety of ways, including:
Better efficiency
Increased schedule adherence can result in greater efficiency as a whole. Managers monitor the number of employees required to handle the typical volume of calls and adjust schedules as necessary. Agents may find it easier to concentrate on each of their assigned tasks if the connection between adherence and efficiency is emphasized.
Increased productivity
Efficiency can also lead to better productivity. When managers give their team members enough breaks, they can recharge their brains and give their full attention to the tasks at hand. As a result, you may be better able to plan out your day’s activities and pay attention to what you’re doing right now.
Fairness culture
In their call centers, managers who strictly enforce schedule adherence may foster a culture of cyclical fairness. When creating schedules and operating the centers, they can:
In order to foster a team-centered environment where all agents believe they have equal opportunities and rewards, impartial scheduling and other ethical behavior can be encouraged. Better morale may result from this, which may increase the likelihood that the schedule will be followed.
Planning improvements
Managers can plan their call centers more effectively if they are aware of how well their agents adhere to the schedule. The center can run as efficiently as possible by knowing the number of employees, the busiest times, and the team members with the highest rates of adherence. Giving team members schedules that fit their personal lives and are perhaps simpler to adhere to can also be made easier.
Example of schedule adherence
Use this fictitious call center agent as an example to understand how a manager might determine schedule adherence:
Elliot is a call center agent. His manager gives him a schedule for an eight-hour, 480-minute workday. His schedule consists of working hours, lunch breaks, rest periods, meetings, and preparation for and cleanup after the day’s events. Elliot works on call-related tasks for 120 minutes and spends 120 minutes on the phone. He also had two 15-minute rest breaks in addition to a 30-minute lunch break. His computer crashes at 2:30 p. m. and it won’t function for the remainder of the day. Elliot cant do any more work until its repaired.
His manager, Alivia, hopes to use this circumstance to convince the technology division to give her team new computers. She calculates Elliots schedule adherence using the formula:
Adherence = (300 minutes / 480 minutes) x 100
Elliot could only keep to his schedule for 62 hours, according to Alivia. 5% of the workday because of the equipment issue.
Schedule Adherence | Managing Metrics
FAQ
What is the meaning of schedule adherence?
Call center agents’ adherence to their assigned schedules can be determined by a metric called schedule adherence. An agent’s availability for calls during the working day is the metric’s definition. Schedule Adherence plays an important role in call center performance.
Why is schedule adherence important?
The degree to which an agent adheres to a given schedule is something that needs to be measured and improved. Businesses can gain insights into how to boost efficiency and productivity while enhancing workplace culture and fairness by better understanding schedule adherence.
How do you measure adherence to schedule?
- Formula: Schedule Adherence = (Scheduled Time – Amount of Time Out of Adherence)/Scheduled Time.
- Example: …
- Here’s a visual example of Schedule Adherence:
- Common uses of Schedule Adherence.
What does adherence mean in work?
By dividing the total time an agent is available for call work by the total time they are scheduled to work, the adherence calculation calculates their percentage of availability. (minutes in adherence) / (total scheduled) minutes x 100.
