How to Improve Agent Schedule Adherence in your Call Center
Strategies for Improving Schedule Adherence
How to Realize the True Value of Workforce Management
Providing exceptional customer service is paramount in today’s competitive business environment. Satisfied customers are loyal customers. Frustrated customers take their business elsewhere.
But call centers are tasked with more than just providing superior customer service. They must control costs and increase revenues as well. In call centers, where time is literally measured down to the last second, a minute here and a minute there can mean thousands of dollars are needlessly wasted each and every month.
Call center managers not only need to keep track of agent schedules, they also must ensure that their time is being used productively to answer calls. Without a strategic approach to manage agents and maximize their time, call centers are setting themselves up to waste valuable time and expensive resources that cause damage in the long run. When every minute counts, call centers must focus on the impact agent adherence has on revenues, costs, and service levels.
Adherence: Are You In or Out of It?
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