Adherence and (reasonable?) Deviation

[jgoldrose]

Greetings -
I work in a U.S. call and email center where new metric requirements were unveiled for 2009. I would love for a professional to explain how the following can be possible:

Our Adherence requirement remains at 95%. That is fine. However . . . there is a new "Deviation" factor than seems to completely contradict the 95% figure:

If we are out of compliance more than 60 minutes per MONTH!! we will receive a written warning.

Isn't that variable already figured into the Adherence percentage?

And only 60 minutes off per MONTH would make it more like 98% Adherence which is completely unrealistic. Only 3 minutes off per day????

I would GREATLY appreciate your professional opinions so that I can present a cogent case to management about the seeming impracticality of this new requirement.

If my thinking is wrong, PLEASE correct my perspective and thought process.

Thank you in advance for educating me!

~Rose

[karthikkapali]

Greetings Rose.

The adherence is basically an important factor which would tell you as to how well a tech follows the concerns requirements. It can be calculated from his attendance and the staffing hours. We do have adherence requirements in our company. We have a target specified as 85% (overall). The main area where adhrence is followed is when your project revenue is earned based on headcount. Client specifies the headcount requirement and we need to ensure we have sufficient staffing on that. Secondly if its a project based on Service Level (SL) requirements. Some clients do not look into Adherence if your SL is met. But if your SL is not met due to incoming volume.. there are cases where you would need to plan your breaks and other aux works inorder to acheive the target.

Please let us know if your company uses any WFM softwares like IEX Total View or Bluepumpkin. These softwares are useful inorder to monitor tech adherence. For your concern of 60 minutes. Let us know if it is meant for breaks deviation or open time(tech need to be on calls or on desk to receive calls) deviations. So that i could give even more clear picture on the same.


Regards,
Karthik

[karthikkapali]

Greetings Rose.

The adherence is basically an important factor which would tell you as to how well a tech follows the concerns requirements. It can be calculated from his attendance and the staffing hours. We do have adherence requirements in our company. We have a target specified as 85% (overall). The main area where adhrence is followed is when your project revenue is earned based on headcount. Client specifies the headcount requirement and we need to ensure we have sufficient staffing on that. Secondly if its a project based on Service Level (SL) requirements. Some clients do not look into Adherence if your SL is met. But if your SL is not met due to incoming volume.. there are cases where you would need to plan your breaks and other aux works inorder to acheive the target.

Please let us know if your company uses any WFM softwares like IEX Total View or Bluepumpkin. These softwares are useful inorder to monitor tech adherence. For your concern of 60 minutes. Let us know if it is meant for breaks deviation or open time(tech need to be on calls or on desk to receive calls) deviations. So that i could give even more clear picture on the same.


Regards,
Karthik

[WindsAloft]

I agree, that it sounds like the requirements aren't aligned.

Other than that the 60 minutes might be for a certain type of infraction which is being focused on, I cannot think of anything else.

Sorry that these forums can't be of more assistance, I suggest approaching your management with your concerns, perhaps they miscommunicated the policies to the workforce.

I'd be interested in hearing how you made out!

Good Luck