Scheduled Staff to Actual This measure is independent of whether we actually have the staff necessary to acheive a targeted service level. How well do the staffs we have adhered to schedule?
Adherence To Schedule Adherence factor is a measure of how much time an individual is on the phone, available to take calls, and generally consists of all plugged-in time, including talk time, wrap-up time, waiting to receive calls, and necessary outgoing calls. Generally, when adherence factor improves (goes up), service level goes up and occupancy goes down. Adherence factor is not just an issue of how much, but also an issue of when — when during the course of the day, are reps is plugged in and available to take calls?
Related Questions
- Scheduled Staff to Actual This measure is independent of whether we actually have the staff necessary to acheive a targeted service level. How well do the staffs we have adhered to schedule?
- This measure is independent of whether we actually have the staff necessary to acheive a targeted service level. How well do the staffs we have adhered to schedule?
- Is it necessary to get "buy in" from the staff before introducing the ‘Talk About It®’ service?
