Real-time adherence (RTA) scheduling

Real-time adherence (RTA) tracking allows customer service and contact center managers to track employee productivity. An agent’s contract or service agreement clearly states the hours when they must be on the phone or actively helping a customer. When an employee is not working during those hours, they would be classified as “out of adherence.”

While RTA may seem extreme to some, it is a valuable tool that ensures employee-employer service level agreements (SLAs) are adhered to and customers are supported.