Using adherence to boost your team’s performance

Surfboard's time-on-task adherence features
Written by:
Picture of Natasha Ratanshi-Stein

Natasha Ratanshi-Stein , Founder & CEO

Adherence is a ubiquitous metric used by most support organisations that tracks the % of time agents spend correctly following their schedules. Generally, the main purpose of it is to make sure real-time channels are covered and that schedules are created properly and followed.ย 

When surfers don’t follow their schedules, you can experience unexpected drop-offs in coverage, meaning your customers receive worse service, and your team can be put under added pressure.

If you find yourself looking for ways to overcome these issues, better connect with your team, or improve your scheduling, we’ve got just the thing: ‘time-on-task.’

Stop chasing your team‘s adherence

Surfboard’s adherence (or time-on-task as we call it) features lets you effortlessly track and visualise how well your team are following their schedules, using data from your integrated ticketing platforms.

As well as recording the time surfers spend on task, Surfboard also shows how productive surfers were during that time, giving you greater insight into performance.

That means you can stick to the tools you love while enjoying the benefits of seamless tracking and reporting. Spend more time improving your team, and less time chasing them.

Identify where your team need support

If you’ve never tracked adherence before, you may be worried that your team might perceive it to be a bit like Big Brother. However, when used for the right reasons, adherence can create a more human work environment.

By tracking time-on-task, you gain new insight into how your team operate. You may uncover that a team member has a high time-on-task score but delivers low results – which may be a sign that they need additional training โš ๏ธ

Alternatively, you may notice a team member has a very low adherence, which is unusual for them. This allows you to open up a conversation to understand if they need any support or accommodations ๐Ÿ’–

It also gives you a chance to celebrate your team’s victories and shout out those top performers. It’s all about creating a supportive environment where everyone can thrive ๐ŸŽ‰

Tailor and improve your schedules

Ever wondered why your team performs the way they do? Surfboard helps you identify behavioural trends within your team.

This could be that you notice a dip on Wednesday afternoons, or that surfers tend to drift offline after being on phones for over 2 hours. This added insight can then be fed directly back into your intraday schedules, so you can tailor them to work best for how your team works best.

Boost the performance of each team

Customer support is a team sport, and surfers need to be in it together. In Surfboard you can view cumulative team time-on-task scores across days and weeks, allowing you to identify behavioural trends across your team, and address any problems before they turn into issues.

By sharing these scores, you can improve team camaraderie and make it a shared goal, rather than sticking the onus on the individual.

Hand responsibility over to your team

Surfboard isn’t just for managers; it’s for everyone. We believe in transparency, which is why Surfboard gives both managers and team members full visibility over their data.

Providing this transparency means you can hand over ownership of this metric to your surfers. You can then have more meaningful 1:1s and performance reviews, and remove the anxiety of any surprises.

Learn more

In the world of customer support scheduling, ‘time-on-task’ is a bit of a Swiss army knife. It simplifies tracking, enhances team spirit, and keeps everyone aligned with your goals.

Download our free eBook, Adherence: a metric for better service and happier teams, to learn more.

Get the eBook

So, why wait? Dive into Surfboard and start riding the wave of success today. Your support team will thank you, and you’ll wonder how you ever lived without time-on-task ๐ŸŒŠ๐Ÿ„โ€โ™‚๏ธ

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