Help agents understand the 3 C’s of schedule adherence.
October 31 - Helping agents understand how important being in the right place at the right time is critical to managing Service Level in real-time. In working with many centers, I’ve found that one of the best ways to talk about the “Power of One” and what they can do to help adherence is by using the “3 C’s” of schedule adherence. Conscious– Be conscious of your schedule and activities that are included on it. Breaks, lunch times, meetings, coaching, etc. Conscientious– Be conscientious of those activities and try to stay as close to the timeframes as schedules. Understanding that we get caught on calls or other activities that might carry us a little longer. Which brings us to: Communicate: If activities or needs arise that would take us out of our scheduled times, let WFM or Supervisors know what is going on so adjustments can be made to staffing [...]