BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.9//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:74@contactcentreforum.co.uk DTSTART;TZID=Europe/London:20240417T100000 DTEND;TZID=Europe/London:20240417T110000 DTSTAMP:20240415T102635Z URL:https://contactcentreforum.co.uk/events-page/planning-analysis-insight s-user-group-adherence-vs-conformance/ SUMMARY:Planning\, Analysis & Insights User Group : Adherence vs. Conforman ce DESCRIPTION:\n\n\nAdherence vs. Conformance\n\n\n\n \;\n\n\n\n\n\nJoin Group Chair Paul Sanders\, Head of Resource Planning at Towergate Insuranc e for an insightful and comprehensive session.\n\nReserve your place today !\n\nWhat is Adherence? A measure of the time that an advisor has worked w ith respect to the time that they are scheduled to work. Time in Adherence / Scheduled Time x 100\n\nWhat is Conformance? A measure of the time that an advisor works with respect to the time that they are being paid to wor k. Time worked by the advisor / Time the advisor was paid to work x 100\n\ n"While conformance and adherence are two separate metrics\, it is importa nt that they are measured in tandem to gain a true\, accurate representati on of an individual’s productivity.”\n\nWhat is the Impact of Low Adhe rence? Most contact centres put a lot of time and effort into forecasting and scheduling\, but that doesn’t achieve anything if agents don’t adh ere to the schedule. The impact that this can have on KPIs isn’t always clear to agents\, or even to planners. There is a tendency to believe that so long as the correct number of hours are worked in total\, it doesn’t matter if they align exactly with the schedule. While it’s true that th e impact of one person starting a few minutes late on one occasion will us ually be small\, there can be major consequences if this habit is widespre ad.\n\nWhat Disrupts Adherence? Last minute calls\, slow login process\, a gents unaware of the impact\n\nWhat Should we Aim for? - Some non-adherenc e is inevitable\, and it just might not always be worth the trouble to tar get the final intractable 5%. It may be preferable to aim for a reasonable target – say 90% – and not push too hard to exceed it. This allows fo r the reasonable issues that agents face\, and doesn’t penalise them for elements beyond their control. When adopting this approach\, it’s impor tant that managers look out for individual abuse. If there is 10% variabil ity up for grabs – and that fact becomes known – there may well be sta ff who use it to their advantage.\n\n\n ATTACH;FMTTYPE=image/jpeg:https://contactcentreforum.co.uk/wp-content/uplo ads/2024/01/Forums_UG_HeadingImages_v2-.jpg CATEGORIES:Planning Analysis & Insight,User Groups LOCATION:https://us02web.zoom.us/j/4418059725?omn=86950659230 END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:DAYLIGHT DTSTART:20240331T020000 TZOFFSETFROM:+0000 TZOFFSETTO:+0100 TZNAME:BST END:DAYLIGHT END:VTIMEZONE END:VCALENDAR