Schedule Adherence

[sroyer]

Hello - our CC recently went through a staffing bid that reorganized our floor from a team based model, 15 or so agents working identical schedules as a supervisor and the team does all schedule activities simultaneously and this was changed to a model of agents having individual scheduled and they may work as little as 3 days a week with their supervisor. We use IEX TotalView to monitor adherence and it is granular down to the minute. If you have a similar staffing model what adherence goals do you use in your center? If you use a team based model what are your adherence goals?

thank you for any input!

[thomasLV]

where i am employed at we shoot for 92% schedule adherence for the agents dont know if this helps you or not

[sroyer]

Tomas - it does, do you use team based or individual schedules?

[thomasLV]

we use individual based shcedule adherence and it rolls down to the team as well for the team to have a 92% goal and also for the whole campaign