Adherence
Adherence (also called schedule adherence) is a important measure in call centers that shows how well agents follow their assigned work schedules. It tracks whether agents start and end their shifts, take breaks, and attend meetings exactly when they're supposed to. Think of it like a score that shows how punctual and reliable an employee is with their time management. Higher adherence means better service because there are always enough people available to handle customer calls. It's usually shown as a percentage - most call centers aim for 90-95% adherence.
Examples in Resumes
Maintained 95% Adherence rate throughout employment
Received recognition for outstanding Schedule Adherence scores
Trained new hires on Adherence expectations and time management
Achieved top Schedule Adherence ratings for 12 consecutive months
Typical job title: "Call Center Agents"
Also try searching for:
Where to Find Call Center Agents
Online Communities
Job Boards
Professional Resources
Example Interview Questions
Team Lead/Supervisor Level Questions
Q: How do you manage a team to maintain high adherence rates?
Expected Answer: Look for answers that include monitoring tools, providing feedback, creating fair schedules, and implementing reward systems for good adherence.
Q: How would you handle chronic adherence issues in your team?
Expected Answer: Expect discussion of progressive discipline, coaching sessions, identifying root causes, and creating improvement plans while maintaining documentation.
Experienced Agent Questions
Q: What strategies do you use to maintain good schedule adherence?
Expected Answer: Should mention time management skills, using schedule tracking tools, planning breaks carefully, and communicating with supervisors about schedule conflicts.
Q: How do you handle unexpected situations that might affect your adherence?
Expected Answer: Should discuss proper communication protocols, emergency procedures, and understanding when to alert supervisors about scheduling issues.
Entry Level Questions
Q: What does schedule adherence mean to you?
Expected Answer: Should demonstrate basic understanding that it means following assigned schedule, being on time, and taking breaks as scheduled.
Q: Why is schedule adherence important in a call center?
Expected Answer: Should explain that it ensures enough staff to handle calls, maintains service levels, and creates fairness among team members.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of schedules
- Ability to follow assigned breaks
- Time management basics
- Use of time tracking systems
Mid (1-3 years)
- Consistent high adherence rates
- Proper break management
- Effective communication about scheduling
- Understanding of adherence reports
Senior (3+ years)
- Team adherence management
- Schedule optimization
- Training others on adherence
- Creating adherence policies
Red Flags to Watch For
- Frequent unexplained schedule deviations
- Poor understanding of break time management
- Resistance to following structured schedules
- History of attendance issues
- Unwillingness to be monitored
Related Terms
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