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If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center scheduleadherence. What is Call Center ScheduleAdherence? Call center scheduleadherence is the amount of time agents spend sticking to their schedule.
You might want to look at Average Speed to Answer (ASA) and AbandonmentRate (AR) along with SLAs. AbandonmentRate: Abandonrate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandonrates.
Are agents working on what they are scheduled to do? Look at scheduleadherence and schedule compliance metrics. Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonmentrates, maximize efficiency, and highlight areas for improvement.
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