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Conformance

Definition

What is conformance?

In the context of call centers, conformance is the measure of how much time an agent was expected to work versus the time they actually spent working. Also called schedule conformance, it is a time management metric that focuses entirely on the completed tasks of a team member.

This takes into account not only the time agents spent on calls but also off-phone time such as meetings, coaching sessions, and required breaks.

When actual productive time equals scheduled time, the schedule is said to be in compliance.

What is conformance?

How do you calculate conformance?

The minutes performed in service are divided by the minutes scheduled in service based on the timetable to determine conformance.

The formula is as follows: 

Conformance = time worked by the agent ÷ time the agent was paid to work x 100

Conformance vs adherence

Adherence examines how effectively the call center worker was aligned to their schedule, whereas conformance measures the overall time the agent worked relative to the allocated time. 

It is possible that an employee is complying but not adhering.

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