Schedule Adherence

[Kehly]

I am looking for information or companies that are currently monitoring schedule adherence of assoicates. We are a large call center and trying to determine the best way to implement this process. Does anyone have any suggestions as to vendor that could provide a "canned" package or other means that would allow us to compare schedule hours vs actual worked hours?

I would also be interested in learning how other organization monitor there schedule adherece.

Thank you for all of your help.

[Trevor]

Hi Kehly,

Do a search on this forum for "Adherence Definition". I asked the same question a while back and had a discussion with another user about it.

We're not there yet, but we want to be able to look at schedule adherence as a %. Meaning, for example, that if an agent's schedule adherence % was 90%, then that means that 90% of there time was spent in the correct state (Ready to serve vs. idle)

I think it's an important metric to help in understanding intra-day perf.

Trevor

[Kehly]

Trevor,

Thank you for your help. Although do you know of any organization currenlty using software that allows for schedule adherence tracking? My organization is looking into the possibilty of implementing a program that allows for that, and we are searching for anyone currenlty utilizing this process. Once again, Thank you for you help.

Kehly

[Trevor]

Hi Kehly,
I haven't seen anything/anyone who uses a % calc for adherence. All the tools I have seen are show when the 'state change' was scheduled and when it occurred... with some kind of grace period taken into account.

Trevor

[Kehly]

Trevor,

Thank you for all of your help. I thought that you might like to know that I just came across a piece of software(from a third party) that sounds like it allows for schedule adherence tracking-- it is called CenterForce Analyzer. I am not sure of all the details, but the website is www.cforcetech.com. Once again, Thank you for all of your help.

Kehly

[Trevor]

That looks like it does the trick! We actually use RightForce, which just merged with CenterForce... I'll have to ask them about it.

[kala]

We use a workforce managment software from IEX called TotalView. There are Adherence and Conformance reports available. Adherence is reported in a percentage. There is also a "Real-Time" Adherence feature you can purchase. I would HIGHLY recommend using a workforce management tool if you do not have one. This tool allows us to forecast calls, monitor service levels on a 30 minute increment and has tons of reports available to analyze

[shannonp]

Hi Kala,

How many agents or people do you have to schedule? If I am understanding this correctly this is for your agents?

I can get you some information, I just need to understand that problem. Thanks

Shannon

[Kehly]

Shannon,

We average about 1,000 plus associates. We are looking for information that in regards to how people are currenlty performing schedule adherence. Are they using real time tracking or a swipe method. Are they suing any canned software package or what products are they using to perform this function.

Thank you for of your help.

Kehly