Schedule adherence

[bcjacinto]

I'm currently doing a study on adherence for our company. I need to know if other companies hold their associates accountable for schedule adherence and if so, what percent of the time do they require them to be in adherence? Is there any industry standard for this? Also, do you count unplanned absences against the associate's adherence? If anyone out there could give me an idea, I would really appreciate it.

Thanks!

[Clint]

bcjacinto,
We utilize a demerit point system for absences, arriving late, leaving early, long breaks/lunch, etc. Points are automatically generated and based on the point total and severity of the infraction, action is taken. It's very similar to the point system many US states use to suspend/revoke drivers license. It's very objective, clearly communicated and consistently enforced so there are no surprises to the agent. If you want more info, please contact me.

Clint Sesow
csesow@calltech.com
402-486-4608

[felix]

At our call centers, we handle performance indicators which make up a ranking. The agent finishing in 1st place gets the base salary plus a bonus. Second place gets less bonus, and last place gets no bonus.

The metrics that we usually monitor and vary from queue to queue are:
AHT
Adherence
quality
Conversion rates
Etc...

Each of those indicators are weighted and make up for a total of 100% of the ranking. for example: AHT might be 25%, adherence 20%, quality 35%, conv rate 20% for a total 100%.

Normally we request for adherence something close to 90% adherence to schedule, being over 90% adherence meaning getting 100% on such indicator.

I think that this is a great scheme, that should work great on any environment.
Best regards.

Instead of being negative reinforcements, they are positive. You are encouraging success.

[bcjacinto]

Felix & Clint,

Thanks for replying to my question. I appreciate the help!

BCJacinto

[DaveA]

bcjacinto
I have designed both the schedule adherence policy and the attendance policy for our 200 rep center. My only advice is to make sure you separate the two.

We use a WFM based schedule adherence tool to monitor and track % adherence. That score is eventually worked into a pay for performance plan.

Our attendance policy (late, no call/no show, unscheduled sick time) works on a demerit policy probably close to the one Clint described. The trick becomes determining if it is a attendence violation if someone is 15 min late or is it a schedule adherence issue.

We have had good success with two separate policies.
Good Luck