1. What is Call Center Adherence?

Call Center Adherence measures how closely agents follow their scheduled work times. It's a key metric for workforce management, calculated as the percentage of time agents are actually working compared to their scheduled working time.

2. How Does the Calculator Work?

The calculator uses the adherence formula:

Where:

• Minutes Worked — Actual time spent handling calls and related work
• Minutes Scheduled — Time the agent was scheduled to be available

Explanation: The formula shows what percentage of scheduled time was actually productive work time.

3. Importance of Adherence Calculation

Details: High adherence rates indicate efficient workforce management, while low rates may signal scheduling issues, excessive breaks, or system problems.

4. Using the Calculator

Tips: Enter both minutes worked and minutes scheduled as positive numbers. The calculator will compute the adherence percentage.

5. Frequently Asked Questions (FAQ)

Q1: What is a good adherence rate?
A: Typically 85-95% is considered good, depending on call center standards and accounting for necessary breaks.

Q2: Does adherence include breaks?
A: Scheduled breaks are usually excluded from scheduled time, while unscheduled breaks reduce adherence.

Q3: How is this different from occupancy?
A: Occupancy measures time spent on calls vs. available time, while adherence compares worked time vs. scheduled time.

Q4: What factors affect adherence?
A: System issues, training needs, schedule changes, personal breaks, and call volume variations.

Q5: How often should adherence be measured?
A: Typically measured daily, but also tracked weekly and monthly for trends.