I was wondering if any of you could share your center's current practices around schedule adherence and compliance. The center I'm with currently has a goal of 95% Adherence / Compliance. Agents are allowed schedule exceptions of 10 minutes or greater. The goal of 95% generally allows 23 minutes per day to be out of schedule compliance without needing an exception input in the scheduling application.
As with many goals in the contact center, the compliance score has now become a managed number. Meaning, exceptions are input up to the point where the goal is met. We find many "systems" exceptions around breaks. And numerous situations where schedules are changed or exceptioned to meet the goal.
A proposal is on the table to completely eliminate the process. Phase 1 is to lower the goal. Phase II is to eliminate it altogether. Remove the exception process in the majority of situations and we can get a better idea of what's actually happening with capacity and shrinkage.
Senior Leadership is cautious of moving forward for fear that eliminating the process may actually increase shrinkage. A group of managers and myself are arguing the exact opposite. To aid our argument we would like to present examples of best practices that other centers engage in.
Any help you can provide is greatly appreciated!