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Setting the right schedule adherence targets is a balancing act. While it might seem like higher adherence always equals better efficiency, rigid targets can create more problems than they solve — leading to rushed interactions, agent burnout, and ultimately, poor customer experiences.
So, how do you determine the right number? Instead of picking an arbitrary percentage, let’s break down the factors that impact adherence and how to set a target that actually works for your team.
Schedule adherence is a critical workforce management (WFM) metric, but it shouldn't be treated as the only measure of efficiency. The goal isn't to enforce strict compliance at the expense of service quality.
Think about it: If an agent spends an extra five minutes ensuring a customer’s issue is fully resolved, is that a failure? Or is that good service?
The most effective WFM teams use adherence as a guide, not a rigid rule. The key is setting a target that balances efficiency with customer experience — without forcing agents to choose between the two.
Before setting a target, it's essential to consider the factors that naturally impact adherence.
Rather than aiming for 100% adherence (which isn’t sustainable), start by adjusting for real-world conditions:
Most contact centers land at:
✅ 85-95% for traditional voice centers
✅ 80-85% for omnichannel teams
✅ 70-80% for digital-first, complex environments
Once you’ve set a realistic adherence target, the next step is improving adherence without adding unnecessary pressure. If you're looking for practical ways to do that, check out seven ways to improve schedule adherence.
Setting adherence targets too high can backfire. If agents feel pressured to meet unrealistic expectations, you’ll see:
The most effective workforce teams don’t obsess over minute-by-minute adherence. Instead, they:
✔ Look at trends, not isolated instances – A single missed adherence event shouldn’t trigger panic. Patterns over time matter more.
✔ Use adherence as a coaching tool – Instead of punishing deviations, the best teams use adherence data to identify process improvements. For tips on starting these conversations effectively, check out our guide on how to talk to your team about adherence.
✔ Prioritize customer experience – Efficiency is important, but never at the expense of quality service.
Want to ensure adherence is a tool for agent success, not just a metric? Here are five ways to empower agents through adherence.
Your adherence target should support your business goals, not dictate them. A good target is:
At the end of the day, the best-performing teams aren't those with perfect adherence. They’re the ones creating an environment where both agents and customers can thrive.
