Real-Time Adherence
Real-Time Adherence is a way of measuring how well call center agents follow their planned schedules. It compares what agents are actually doing (like taking calls, being on breaks, or doing after-call work) with what they're supposed to be doing according to their schedule. Think of it like a real-time tracking system that helps managers ensure there are always enough people available to handle customer calls. It's sometimes called "RTA" or "Schedule Adherence" and is a key feature in most call center workforce management systems.
Examples in Resumes
Maintained 95% Real-Time Adherence while handling customer service calls
Supervised team of 20 agents and improved RTA scores from 82% to 94%
Used Real Time Adherence monitoring to optimize staff scheduling and reduce missed calls
Typical job title: "Call Center Supervisors"
Also try searching for:
Where to Find Call Center Supervisors
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you handle consistently low real-time adherence across a large team?
Expected Answer: Should discuss systematic approach: analyzing patterns, identifying root causes, implementing coaching programs, reviewing schedule flexibility, and creating action plans with measurable goals.
Q: How do you balance real-time adherence requirements with employee satisfaction?
Expected Answer: Should mention flexible scheduling options, fair break policies, proper staffing levels, and open communication about adherence expectations while maintaining service levels.
Mid Level Questions
Q: What are acceptable real-time adherence levels and how do you maintain them?
Expected Answer: Should know industry standards (typically 85-95%), discuss monitoring tools, and explain methods for maintaining good adherence through proper scheduling and agent coaching.
Q: How do you coach agents who struggle with schedule adherence?
Expected Answer: Should discuss one-on-one coaching approaches, setting clear expectations, identifying personal barriers, and creating improvement plans with regular follow-up.
Junior Level Questions
Q: What is real-time adherence and why is it important?
Expected Answer: Should explain that it tracks how well agents follow their schedules and why this matters for call center performance and customer service levels.
Q: What factors can affect an agent's adherence score?
Expected Answer: Should mention factors like late starts, extended breaks, early departures, and unscheduled activities that take agents away from their planned activities.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of schedule adherence monitoring
- Ability to follow prescribed schedules
- Knowledge of call center software
- Basic team coordination
Mid (2-5 years)
- Team supervision and adherence monitoring
- Schedule adjustment and optimization
- Performance coaching
- Report analysis and interpretation
Senior (5+ years)
- Workforce management strategy development
- Multi-team adherence optimization
- Complex scheduling solutions
- Department performance improvement
Red Flags to Watch For
- No experience with workforce management software
- Poor understanding of schedule impact on service levels
- Lack of coaching or team management experience
- Unable to explain basic adherence metrics
Related Terms
Need more hiring wisdom? Check these out...
Navigating Compliance: Structuring On-the-Job Training in Regulated Industries
Recruitment in the Fast Lane: How to Adapt Hiring Practices in the Blink of an Eye
When Your Team Sells You Better Than Marketing Ever Could: The Power of Employee Advocacy
