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  • Writer's pictureSharon Oatway

Contact Center Schedule Adherence - The Policy

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Policy Statement: Our contact center is committed to providing exceptional customer service and maintaining operational efficiency. To achieve these goals, we have established a strict schedule adherence policy to ensure that all agents adhere to their assigned work schedules. Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload among team members.

Policy Guidelines:

  1. Punctuality: You must be punctual and log in at the start of your scheduled shifts. Tardiness can negatively impact service levels, unfairly overloading other team members.

  2. Breaks and Lunches: You are expected to take breaks and lunches as per the designated schedule. Timely breaks help maintain agent well-being and prevent burnout.

  3. Unavailable Time: You are required to update your availability accurately, indicating when you can and cannot engage with customers. This information is crucial for scheduling and ensuring proper coverage.

  4. Schedule Changes: Any requests for schedule changes should be submitted in advance through the designated process. Managers will review and accommodate changes on a case-by-case basis, considering operational needs.

  5. Documentation: Adherence data will be recorded and monitored regularly. You will have access to their adherence metrics and are expected to take personal responsibility for managing your own actions.

  6. Performance Review: Adherence to schedules will be a component of your personal performance evaluation. Consistent adherence will be recognized and rewarded.

  7. Training and Communication: You will receive training on the importance of schedule adherence and how it contributes to our overall success. You will also receive regular communication about adherence metrics and updates.

Would you like a copy of this training to host on your own Learning Management System? For a FREE Schedule Adherence e-learning video, get in touch!

Why is this important?

  1. Customer Satisfaction: Adhering to schedules ensures that customers receive timely assistance and support. Prompt and consistent service enhances customer satisfaction and loyalty, leading to positive brand perception and increased customer retention.

  2. Efficient Resource Allocation: Schedule adherence allows us to efficiently allocate staffing resources based on anticipated call, chat, and email volume. This helps prevent overstaffing or understaffing situations, reducing wait times for customers and minimizing operational costs.

  3. Workforce Management: Accurate schedule adherence data aids in effective workforce management, allowing us to make informed decisions regarding staffing levels, break times, and training requirements. This ensures optimal agent performance and productivity.

  4. Team Collaboration: Adhering to schedules enhances team collaboration and communication. Agents are available when needed, reducing the reliance on others to cover their shifts and ensuring seamless workflow.

  5. Business Continuity: Adherence to schedules is vital for business continuity, especially during peak volume periods or unexpected spikes in volume. It enables us to handle customer inquiries promptly and maintain service levels even during challenging situations.

Consequences: Failure to adhere to the schedule adherence policy may result in corrective action, including coaching, counseling, or performance improvement plans.

By adhering to this policy, we create a foundation for delivering exceptional customer service, optimizing operational efficiency, and fostering a positive work environment for everyone.

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VereQuest has been helping companies of all sizes develop, manage, and support Quality Assurance and Contact Center e-learning programs since 2002. Need help building a customer service scorecard that reflects your brand? Want an independent, third-party perspective of your QA program and scorecard? Need help building your library of customer service skills training? Leverage our vast knowledge to build an Agent Performance program that builds and sustains agent performance over time. Call 1-866-920-2011 for a no-obligation discussion about what is possible, or contact us!


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