In call center, two critical metrics—adherence and compliance—play a vital role in ensuring smooth operations and high performance. These metrics help managers keep track of how well agents are following their schedules and meeting service standards. In this article, we’ll explore what adherence and compliance mean in the context of a call center, why they are important, and how they can be effectively managed to enhance overall productivity.
What is Adherence in a Call Center?
Adherence is a measure of how closely call center agents stick to their assigned schedules. This includes all aspects of their workday, from the time they log in, take breaks, attend training sessions, and log out at the end of their shift. Adherence is important because it directly impacts the availability of agents to handle customer calls, which in turn affects customer satisfaction and the overall efficiency of the call center.
Key Components of Adherence
- Punctuality: Ensures that agents start and end their shifts on time. This includes being at their desks ready to take calls at the beginning of their shift, after breaks, and after lunch.
- Breaks and Non-Productive Time: Adherence also tracks whether agents take their breaks and other non-productive time as scheduled. This includes not only lunch breaks but also short rest periods, training sessions, and team meetings.
- Schedule Adherence Percentage: This metric calculates the percentage of time an agent adheres to their schedule. For example, if an agent is scheduled to work for 8 hours and they adhere to 7.5 hours of that time, their adherence would be 93.75%.
Why Adherence Matters
- Customer Satisfaction: When agents are available as scheduled, customers experience shorter wait times and quicker resolutions, leading to higher satisfaction.
- Workforce Management: Adherence ensures that staffing levels match call volume, which is essential for maintaining service levels and avoiding overstaffing or understaffing.
- Agent Accountability: It holds agents accountable for managing their time and meeting their scheduled commitments, which is critical in a structured environment like a call center.
What is Compliance in a Call Center?
Compliance, on the other hand, is a broader measure that focuses on whether agents meet the service level expectations of the call center, regardless of their specific schedule. Compliance takes into account the overall goals of the call center, such as handling a certain number of calls, maintaining call quality, and meeting other key performance indicators (KPIs). While adherence is about sticking to the schedule, compliance is about meeting the call center’s performance standards.
Key Components of Compliance
- Service Level Agreements (SLAs): Compliance is often tied to SLAs, which are agreements between the call center and its clients or customers about expected service levels, such as answering 80% of calls within 30 seconds.
- Key Performance Indicators (KPIs): These are specific metrics that measure the effectiveness and efficiency of agents, such as average handling time, first-call resolution, and customer satisfaction scores.
- Flexibility in Scheduling: Compliance allows for flexibility in when agents complete their work, as long as they meet the required service levels and performance goals. For instance, an agent might start their shift late but work faster to ensure they handle the expected number of calls.
Why Compliance Matters
- Meeting Client Expectations: Compliance ensures that the call center meets its contractual obligations to clients, which is critical for maintaining business relationships.
- Performance Management: By focusing on key performance metrics, compliance helps managers identify areas where agents excel or need improvement, enabling targeted coaching and development.
- Balancing Productivity and Flexibility: Compliance allows for some flexibility in agents’ schedules, which can lead to a more motivated and engaged workforce.
Comparing Adherence and Compliance
While both adherence and compliance are important, they serve different purposes and focus on different aspects of performance management in a call center.
- Adherence is rigid and focuses on following the schedule to the letter. It is important for ensuring that agents are available when expected, which helps maintain consistency in customer service.
- Compliance is more flexible and focuses on meeting overall performance goals, such as customer satisfaction and call handling efficiency, regardless of the specific timing of work.
Both metrics are necessary for a well-functioning call center, but they need to be balanced carefully. Too much focus on adherence might lead to agents feeling micromanaged and stressed, while too much emphasis on compliance might result in a lack of punctuality and order.
How to Improve Adherence in a Call Center
Improving adherence involves ensuring that agents are sticking to their schedules and managing their time effectively. Here are some strategies to achieve this:
1. Clear Communication of Schedules
Provide agents with their schedules well in advance and ensure they understand the importance of adhering to them. Use scheduling software that allows agents to view their shifts, breaks, and training sessions easily.
2. Real-Time Monitoring
Implement real-time monitoring tools that allow managers to track adherence throughout the day and address issues as they arise. Use alerts and notifications to remind agents when they are nearing break times or if they are off-schedule.
3. Coaching and Feedback
Regularly review adherence reports with agents and provide constructive feedback. Offer coaching sessions to help agents manage their time better and understand the impact of adherence on overall call center performance.
4. Incentives and Recognition
Recognize and reward agents who consistently adhere to their schedules. This can be through bonuses, recognition programs, or other incentives. Create a culture where adherence is valued and seen as a key component of professional performance.
5. Addressing Root Causes of Non-Adherence
Investigate the reasons behind poor adherence, such as unclear expectations, personal issues, or unrealistic schedules, and address them proactively. Ensure that schedules are realistic and take into account the natural flow of a workday, including time for unforeseen delays.
How to Improve Compliance in a Call Center
Improving compliance focuses on ensuring that agents meet the performance standards and service levels expected by the call center. Here are some strategies to achieve this:
- Set Clear Performance Expectations: Define clear and measurable KPIs that align with the call center’s goals and communicate these to agents. Ensure that agents understand how their performance affects overall compliance and the success of the call center.
- Provide Training and Resources: Equip agents with the training and tools they need to meet compliance standards, such as soft skills training, product knowledge, and customer handling techniques. Offer regular refresher courses and access to resources that help agents stay up to date with best practices.
- Use Performance Analytics: Utilize performance analytics to monitor compliance levels and identify trends or issues. Use this data to adjust strategies, offer additional training, or redistribute workloads to ensure compliance goals are met.
- Promote a Culture of Accountability: Encourage a culture where agents take ownership of their performance and understand the importance of compliance in achieving business goals. Use regular performance reviews to discuss compliance and set personal goals for improvement.
- Implement Flexible Scheduling: Allow some flexibility in scheduling to accommodate agents’ needs while still ensuring that compliance standards are met. Offer options like shift swaps, flexible start times, or remote work opportunities to keep agents engaged and motivated.
Balancing Adherence and Compliance
Balancing adherence and compliance requires a thoughtful approach to scheduling, performance management, and employee engagement. Here are some tips for achieving this balance:
- Prioritize Customer Experience: Both adherence and compliance should ultimately serve the goal of delivering a great customer experience. Keep this in mind when setting and enforcing these metrics. Ensure that agents have the flexibility to handle customer issues effectively, even if it means deviating slightly from their schedule.
- Use Technology Wisely: Use scheduling and monitoring tools that help balance adherence and compliance without overburdening agents. Use predictive analytics to anticipate call volume and adjust schedules accordingly, ensuring that both adherence and compliance are maintained.
- Promote Agent Engagement: Engaged agents are more likely to adhere to their schedules and meet compliance standards. Focus on creating a positive work environment where agents feel valued and supported. Offer regular feedback, recognition, and opportunities for growth to keep agents motivated.
- Be Flexible Yet Firm: While adherence requires strict schedule following, be open to reasonable flexibility when it benefits both the agent and the call center. Maintain firm expectations around compliance to ensure that overall performance goals are met.
- Regularly Review and Adjust: Regularly review adherence and compliance metrics to ensure they are aligned with the call center’s goals and the needs of its agents. Be willing to adjust strategies, schedules, or KPIs as needed to maintain a healthy balance.
Closing Thoughts
Adherence and compliance are two sides of the same coin in call center management. While adherence ensures that agents stick to their schedules and are available when needed, compliance ensures that they meet the broader performance goals of the call center.
Balancing these metrics requires a combination of clear communication, real-time monitoring, coaching, flexibility, and a commitment to continuous improvement. When done correctly, it creates a productive and positive environment for both agents and customers alike.