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Schedule Adherence

How your time management affects others

Estimated Time to Complete  (Minutes)

15

Learning Objectives

  • Develop a greater appreciation for the key drivers of wait time

    • Volume

    • Talk Time

    • Handle Time

    • Staffing

  • Understand how being on time (as scheduled) impacts Service Levels

Course Overview

This course highlights the importance of schedule adherence in a customer service environment. Participants will learn the key elements of workforce management including scheduling, volume, and wait time. The curriculum covers the impact of late arrivals on customer wait times and overall service efficiency. Participants will understand how adhering to schedules enhances customer satisfaction, reduces stress, and improves team performance. By the end of the course, attendees will have a solid understanding how their time management contributes to a more organized and responsive customer service operation.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries.  Ask about our customized courses for your industry.

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