Workforce Management Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Workforce Management flashcards as text
What is 'real-time adherence' (RTA) monitoring?
Answer: Tracking whether agents are in the correct scheduled state (available, on call, break) at any given moment
RTA tools compare an agent's current activity state to their scheduled activity state in real time, alerting supervisors when agents are out of adherence.
What scheduling practice helps call centers cover unexpected call volume spikes?
Answer: Maintaining a pool of on-call or standby agents who can be activated when needed
Standby or on-call agent pools give WFM flexibility to add capacity quickly on days when actual call volume significantly exceeds forecasted volume.
What is the purpose of a 'schedule adherence target' in a call center?
Answer: To define the expected percentage of time agents should be in their scheduled state, holding agents accountable for availability
Schedule adherence targets (typically 90–95%) ensure agents are logged in, available, and taking calls as scheduled, which is critical for meeting service level goals.
What is 'voluntary time off' (VTO) in call center operations?
Answer: An option offered to agents to take unscheduled time off without pay when call volume is lower than forecasted
VTO is offered during unexpectedly slow periods to reduce labor costs — agents voluntarily leave their shift early (without pay) while still contributing to service level goals.
What is 'rostering' in workforce management?
Answer: The process of assigning specific agents to specific scheduled shifts and days off
Rostering (or scheduling) assigns individual agents to specific work schedules, days off, and break times based on forecasted volume needs and agent availability or preferences.
What is 'absenteeism' and how does it affect call center operations?
Answer: Unplanned agent absence from scheduled shifts, which reduces available staffing and increases queue wait times
Unplanned absenteeism reduces actual staffed agents below scheduled levels, often causing service level to deteriorate and increasing stress on agents who do show up.