NobelBiz® Blog | First Contact Podcast VIDEO + ARTICLE | What Is Agent Adherence & How to Improve Ithttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz When we talk about agent adherence in a call center, we look at the inclusiveness of how it affects everybody in the team. To make a contact center run as efficiently as possible, WFM managers align complex rosters to peak calling periods and Darryl shares his opinion if this is an oppressive metric or not. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/10/Daryl_round_new.png Guest Daryl Gonos CEO and Founder CommunityWFM Published on September 24, 2021 What is Agent Adherence and How to Improve it? Christian: Some of the things that we've heard, here on the show, and otherwise at times have been agent adherence, it's kind of an oppressive metric. Now, whether you agree or not, I'd love to get your viewpoint on this. And specifically, you've gone through a pandemic, for the last, 18 plus months, how has that really impacted your view, if any, on that metric? Daryl: It hasn't changed much. Adherence is just a data point. It's really how you use it, and how it is part of your culture. You have to understand that adherence is the kind of metric that needs to be socialized, within the overarching reach of what you're trying to accomplish with the workforce management platform. So it's tied to your culture, it's tied to what your strategies are for delivering service to your clients. So it's just a piece of information. It's how you manage it with your agent population, I think that makes it successful, and or perceived to be oppressive as you put it. PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFhaFRUZGZ1QThIWEFUdzlvS1Y4R1IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg Christian: Let's say you're talking to an agent, and that agent just looks at this as this is just oppressive, right? What is it that you tell that agent, so they understand the importance of how adherence impacts the business, them as an agent, and also management? Daryl: Well, I would say this is the key, right? Adherence really is about the team. What we're, what we're trying to make sure everyone is doing is that everybody on a particular customer service team, for instance, is doing their part. What it means is, there's been a plan in place for the system to tell you and remind you: ‘hey, Daryl, you have a break coming up in five minutes.’ And it's important that I take that break at the appropriate time. The reason it's appropriate that I take that break in the appropriate time is for my team members. So if I take my break at the right time, or go to lunch, or have my meeting at the appropriate time, what we're doing is we're creating fairness, about how the work is processed across your team. And I think once you give the agent the perspective, that they're not only creating fairness for their team members, but their team members, by following their adherence, are creating fairness for them. Christian: I think it's critical that when you have any type of association of the word team, and we always go back to sports analogies, for those that aren't into sports, I think the same idea still applies. That sports players don't just show up to a big game, and they magically perform really well, they have to do a ton of practice, a ton of scripts, and a lot of plays that they follow. And so what happens is, if they're not in the right place at the right time, everything that everybody else has worked hard to achieve goes down the drain, right? So anytime an individual looks at it as if they're greater than the team, then you start to see these gaps of well, it's just my time, it's when I come in, it's when I leave is what I do. They don't realize that everything they're doing is impacting positively or negatively everybody within their circle. And as long as they look at it, doing their part is not only beneficial for them and their upward mobility or their success, it also directly impacts everyone else around them. And I think that's critical, as you just mentioned, that that team aspect of you can't look at it, it's just me, me, me, me. You have to look at the inclusiveness of how it affects everybody. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!