Flat agent adherence is a problem that plagues many call center supervisors. In a 2010 ICMI Workforce Management Practices study, 45.7% stated that agent adherence is their #1 concern.
Simply put, if you have agents doing anything but answering calls and providing quality service, your call center business is headed for disastrous results. Consequently, costs will increase and satisfaction for everyone will decrease, lower profits and raising stress levels. Many initiatives and programs can be utilized to enhance revenue, but unless butts are in seats, working productively, all else is virtually for naught.
Agent adherence ought to be your #1 concern. Here’s why:
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