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Schedule Adherence Goals Messages in this topic - RSS

overtonsheldon
overtonsheldon
Posts: 1


9/12/2018
overtonsheldon
overtonsheldon
Posts: 1
What are your schedule adherence goals? I'm used to goals of 91-93%, but I'd like to get some feedback from other groups. Can you list your industry as well when you reply? Thanks.
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bzotti100
bzotti100
Posts: 1


24 days ago
bzotti100
bzotti100
Posts: 1
It's important to calibrate what you consider "schedule adherence" with the answers you get to your question because there are a number of metrics used in centers with wild inconsistency in terms of what each means and how each is calculated.
I've found this site to be a useful reference https://www.callcentrehelper.com/how-do-i-calculate-schedule-adherence-113912.htm
Adherence will be (and can be) different from one center to another because every center's volume, staffing levels, handle times, and forecast variances are different. Most centers I've known use somewhere between a 90 - 95% schedule adherence* goal.
I strongly encourage you to analyze the impact that your current adherence has on service levels and the cost required to compensate for low adherence as you scramble to meet service levels. I also suggest doing this exercise at the interval level since your forecast is most likely at the interval level....and the two work hand in hand.
Brian Zotti, Education | EdTech industry
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