Real-Time Adherence | Customer Service | Contact Center

Especially in contact centers, there is so much more to efficient workforce planning than simply creating schedules, because: The best planning is of little use if the plan is not followed by the employees, or only to an insufficient extent.

In a world characterized by rapid change and constant competition, real-time adherence is a key concept at the heart of modern corporate management. But what exactly is behind this term and why is it so important?

Contents

↓ What is real-time adherence?
↓ How does real-time adherence (real-time control) work with the plano WFM solution?
↓ What are the advantages of real-time adherence?

 

 

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What is real-time adherence?

Real-time adherence refers to a company’s ability to compare the actual presence and activity of its employees with the planned schedule in real time. This means that companies are able to immediately recognize whether an employee is available to take calls or handle customer inquiries and whether they are adhering to the specified schedule. This technology uses complex algorithms and real-time data analysis to understand the current status of employees and make immediate adjustments where necessary.

 

 

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How does real-time adherence (real-time control) work with the plano WFM solution?

The real-time adherence function enables planners to control their agents in real time and ensures that the plans and their adherence can be kept clearly in view at all times.  In our plano WFM solution, real-time control is fully integrated into the planning interface and enables team leaders, for example, to determine at any time whether and to what extent their employees are carrying out the activities for which they were planned.

Employees simply record their current activities or changes to the next activities or breaks digitally. The recorded activity changes are exchanged live between the ACD system and other interfaces, such as the employee portal and the planning interface, and the time events are compared with the work volumes achieved and the planned activities. This allows team leaders to see at any time whether employees are carrying out their planned activities (in adherence) or are currently performing an activity for which they were not planned (out of adherence). Real-time adherence is therefore ideal for gaining a quick and real-time overview of adherence to the plan, making daily adjustments if necessary and ultimately achieving more efficient results.

Determining personnel requirements in the planning interface

Personnel requirements are the basis for optimized and precise workforce scheduling is personnel requirements. With [TIS], we at plano have a module in use that reliably forecasts personnel requirements based on defined demand drivers and thus ensures that overstaffing and understaffing are avoided in the company. Among other things, the company benefits from less idle time and overtime and thus achieves maximum optimized planning. Our customers themselves determine which demand drivers are used to determine personnel requirements (the so-called forecast), depending on the industry and requirements. The [TIS] then calculates the exact personnel requirements based on the historical data and defined demand drivers, thus providing the basis for optimized personnel deployment planning.

The [TIS] is integrated into the personnel scheduling interface to make it as easy to use as possible. Planners initially see an empty, yet unplanned duty roster in which the determined requirements from the [TIS] are displayed as understaffing (=red). At the push of a button, the optimizer is started, which fills the plan with a plan proposal, considering the requirements and working times. The result is a finished shift schedule that employees can access at any time via their myplano employee portal.

Tip: You can also read our article “Forecast in the call center – demand-oriented planning for first-class customer service” here: https://plano-wfm.com/de-de/forecast-im-call-center/

 

 

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What are the benefits of real-time adherence?

Increased efficiency: Real-time adherence allows companies to react immediately to changes. For example, if an employee is unexpectedly absent, the workforce manager can quickly organize a replacement to ensure that operations continue to run smoothly.

Better customer experience: Customers expect quick responses and solutions. With real-time adherence, companies can ensure that there is always enough staff available to deal with customer queries immediately.

Optimization of resources: Companies can better plan and allocate their resources. The analysis of real-time data makes it possible to identify bottlenecks at an early stage and adjust personnel planning accordingly.

Employee motivation: Transparency is the key to motivation. When employees see that their performance is being tracked in real time, they often feel more motivated to achieve their goals. Individual performance can also be recognized and rewarded.

Technologies behind real-time adherence

The implementation of real-time adherence requires advanced technologies. These include:

Dashboards: Visualization tools that display real-time data and allow managers to keep track of employee performance.

Automated alert systems: These systems send notifications when deviations from the schedule occur so that action can be taken quickly.

Artificial intelligence: AI-supported analyses help to identify patterns in employee behavior and take proactive measures.

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Summary

In summary, it can be said that real-time adherence is not just a technological buzzword, but an essential tool for companies that want to survive in the digital age. The combination of efficiency, customer focus and employee satisfaction make this method a decisive factor for business success.

In the future, the importance of real-time adherence will continue to grow. Companies that are able to optimize their processes in real time will gain a decisive competitive advantage.

Would you like to find out more about workforce management with plano?

You can findmore information about our workforce management software and areas of application here:

→ Workforce Management from plano