Real Time Adherence

Real-time adherence (RTA) in a contact centre is a crucial aspect of workforce management. It involves monitoring and ensuring that agents are following their schedules and assigned tasks in real-time. RTA helps contact centres maintain operational efficiency, meet service level agreements, and enhance customer satisfaction.

Contact centres create schedules for agents, specifying their work hours, breaks, and lunchtimes. Real-time adherence tools continually compare these schedules to agents’ actual activities. This helps ensure that agents are available when they should be, which is essential for maintaining consistent service levels and productivity.

Real-time adherence software typically includes features like alerts and notifications. When an agent deviates from their schedule, the system can trigger alerts or notifications to supervisors or managers. These alerts enable quick actions to address deviations, such as reallocating resources or reassigning tasks, ensuring that service quality is maintained.

RTA tools provide supervisors and managers with a real-time view of agent activities and performance. This visibility allows them to make informed decisions about resource allocation and task assignments, helping to optimise operations.

Accurate forecasting is crucial for effective contact centre management and real-time adherence tools play a role in improving forecast accuracy by providing up-to-the-minute data on agent activities. This information helps contact centres fine-tune their workforce planning, ensuring that they have the right number of agents available to meet customer demand.

They can also optimise agent workloads to highlight a sudden increase in incoming calls or tasks, the system can automatically redistribute the work to available agents to prevent overloads and maintain service quality.