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Are agents making calls during times the schedule says they are available? Do they start their shift on time or take breaks when scheduled? Measurement of scheduleadherence is important, and ongoing feedback to agents is essential to improving productivity. Gamification motivates employees to stay on track.
” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams. And, there is no need to go all out on the types of rewards offered.
And the ability to just log in and start working without a long commute helps eliminate lateness and can increase scheduleadherence. With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service.
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