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Adherence is a key performance metric in contact centres, but improving it requires a thoughtful and realistic approach.
Pushing for high adherence too quickly can result in unnecessary pressure and counter-productive behaviour
To find out what contact centres can do, we asked Simon Waldron, Solutions Consultant / Customer Success Manager at peopleware (formerly injixo), to explain how you can improve your adherence strategy by setting realistic adherence targets to set agents up for success
Video: Realistic Adherence Targets Set Agents Up for Success
Watch the video below to hear Simon explain how setting realistic adherence targets helps set your agents up for success and improves your adherence strategy:
With thanks to Simon Waldron, Solutions Consultant / Customer Success Manager at peopleware (formerly injixo), for contributing to this video.
This video was originally published in our article ‘10 Ways to Kick-Start Your Adherence Improvement Strategy’
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Four Steps to Improve Your Adherence Strategy
These steps help create a balanced approach that supports performance without overwhelming your team.
1. Start by Understanding Current Performance
Before setting targets, know where you’re starting from, as Simon explains:
“It is essential to set realistic targets, as we all know no one is going to be able to achieve 100% adherence. But at the same time there is no one-size-fits-all target.
The key thing is start tracking adherence, and understanding your current performance. From there you should look to set an improved target that will challenge your agents, without putting too much pressure on them that would drive the wrong behaviours.”
Track current adherence levels to establish a realistic baseline. This allows you to measure progress accurately and set informed targets.
2. Set Realistic and Progressive Targets
Avoid unrealistic expectations that lead to stress, so rather than aiming for a perfect score immediately, build up gradually.
For instance, if current adherence is around 60%, aim for 65% in month one, 75% in month two, and 85% in month three.
“When implementing adherence targets it’s beneficial to work towards this in stages. If your current performance was around 50 to 60% adherence, and you were looking to move to a target of 85%, you may want to work towards this over a period of three months.
Month one aim for a 65% target, month two 75%, and then month three 85%. This allows you time to track your performance, and improvements, and understand if your goal is realistic, or whether you should be changing that.”
3. Communicate the Why Behind Adherence
Make sure everyone understands the value, by explaining how individual adherence impacts service levels and team workload.
Sharing simple concepts like “The Power of One” helps highlight the effect even small absences have on the wider team.
“Improving adherence is always going to be down to agent behaviour, and culture, so communication is key. It’s essential to make sure there is a common understanding of what adherence is, and the impact it has for the contact centre.
Teaching topics like the ‘power of one’ can highlight the impact of a small number of people being unavailable, leading to longer average speed of answer times, while also increasing the workload on their colleagues.”
4. Use Data in Ongoing Conversations
Embed adherence into regular coaching, as Simon continues:
“Adherence is a topic that needs to be continually communicated. Consider using adherence scores in agents’ one-on-ones and appraisal meetings, and always give recognition for good performance.”
Include adherence in one-to-ones and appraisal meetings. Recognize good performance, offer support where needed, and make it part of an ongoing conversation, not just a target.
Author: Robyn Coppell
Reviewed by: Xander Freeman
