What Is Schedule Adherence in Call Centres?

Schedule adherence measures the percentage of time an agent spends following their planned schedule during a shift.
It accounts for time spent handling calls, after-call work (ACW), scheduled breaks, and other planned activities.
Any time outside of these, such as extended breaks, late logins, or unscheduled tasks, reduces adherence.

For example, if an agent is scheduled to spend 7 hours handling calls and scheduled tasks but actually spends only 6.5 hours doing so,
their adherence rate would be about 93%.
While perfect adherence is not always realistic, maintaining a strong level ensures enough agents are available to handle incoming demand.

In contact centre operations, schedule adherence is used to:

Ensure staffing plans match actual service levels.
Reduce customer wait times by keeping agents available when needed.
Identify training or behavioural issues that may impact productivity.
Support workforce optimisation by balancing flexibility and accountability.

Schedule adherence is usually monitored in real time through workforce management (WFM) systems,
which compare planned schedules with live agent activity.
Managers use this data to address discrepancies quickly and improve long-term staffing accuracy.

Why Schedule Adherence in Call Centres Matters

Strong schedule adherence ensures that contact centres can meet service level targets while managing costs effectively.
It promotes fairness among staff, helps reduce customer wait times, and contributes to a more reliable and efficient operation.

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