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The Importance of Schedule Adherence

Schedule adherence is a call centers metric that tracks how well an agent follows a set schedule.  The formula to get this key performance indicator (KPI) is to calculate “the amount of time an agent worked… [divided by] the time they were scheduled to work. This includes call time, after call wrap, and scheduled activities… read more →

Managing Customer Expectations To Control Call Center Volume

A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers.  The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →