Welcome to the SWPP Survey!

SWPP conducts a survey each quarter on critical workforce planning topics.  These results will be published in upcoming issues of On Target, as well as on the SWPP website in the members-only Library section. 

The focus of this survey is adherence and conformance to the schedule. For purposes of this survey, adherence is defined as whether the agent worked the specific details of the schedule (i.e., came to work on time, went to break on time, logged into the right skills on time, etc...). Conformance is defined as measuring whether the agent worked the total number of minutes defined in the schedule for a day.  

Responses to the first two questions will allow us to segment the answers by size and type of call center to contrast and compare workforce management practices.   Survey results will be completely anonymous. 

Press the button below to begin the survey.