Learn Call Center Terms: “Real-Time Adherence Software”

Real-Time Adherence Software allows a call center to check if agents are following their schedule or not (“schedule” may refer to a lot of things such as time availability to take calls, time handling calls, time spent before a call arrives, etc.)

Talk the Talk!

Wilma: Sana may access ako sa real-time adherence software natin.”

Wally: “Bakit naman?”

Wilma: “Gusto kong makita kung gaano ka-baba ang call availability time ni TL. Parang kasing lagi na lang sya wala dito.”