Should Agent Adherence Be Your #1 Concern?

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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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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