Compliance, also known as adherence, measures the ability of an agent to stay committed to his or her delineated schedule. One of the main benefits of managing adherence is the positive contribution it brings to your agents in terms of greater consistency in occupancy levels and fairness. By defining this adherence allowance, agents clearly understand how much time they have to spend on everyday ‘down-time’.
There are formulas to provide benchmark figures for how much of an agents’ workday should be spent on calls. The metric is defined as a percentage of the working day where an agent is available for calls – if a working day is seven and a half hours long, 80% adherence would correspond with an agent being available for calls during six hours of the day.