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? Average Handling Time Average handling time brings together two components: talk time and after call work (wrap up). Talk time is everything between “hello” and “good-bye.” After call work is that work that must immediately follow the inbound call. The ratio of talk time to after call work varies significantly from one call center to another. An erratic average handling time often points to the need for more training, especially on how to use the after call work mode
