Schedule adherence refers to how well your team sticks to written schedules. This includes planned tasks like meetings and lunch breaks. Schedule adherence is crucial in WFM because it’s the only way to achieve optimal resource utilization.
For example, if a team member decides to take lunch early, a shift may be understaffed during their break. This could lead to longer call waiting times and unhappy customers.
Schedule adherence also ensures your call centers meet minimum service levels. Demand forecasting should have accounted for break periods, so if everyone sticks to the schedule, even peak call times shouldn’t be a problem.