Easy
Are agents expected to maintain 100% of adherence?
False, the target is 92%
If your break starts at 12, and it is 11:57, are you able to take your break earlier?
True, you can change your state 2-3 prior to your schedule time
If your lunch was scheduled for 1:00 PM but you went to lunch at 12:58, what time are you expected to return?
1:58 pm
What should you do if an urgent matter comes in while you’re on calls?
Switch your phone to Non-Scheduled Non-Phone Time
What can you use your “out of adherence” time for?
Follow-ups, emails, callbacks, bio breaks or administrative tasks
Your phone got disconnected while you were on lunch. What should you do?
A) Nothing, you already checked out your face on the time clock
B) Send an email to Victor explaining the situation
C) Go to José Luis and complain about C4C
B)
What practice can negatively impact your adherence while also being considered avoidance behavior?
Briefly switching to an auxiliary state without a valid reason
How is adherence measured?
As an average by day, month, and year
What is the difference between using your adherence allowance effectively and engaging in work avoidance?
Using your allowance means managing your time productively, while work avoidance is using time to avoid responsibilities without a valid reason