Adherence is comprised of time spent in interacting with customers, as well as time spent in after-call work, making necessary outbound calls and waiting for calls to arrive. Time taken for lunch, breaks, training, etc., is not counted as time assigned to handle contacts, and thus is not factored into adherence to schedule measurements

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
9.2.2 Define & align work outputs & metrics
15.4.7 Employee efficiency/productivity performance

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