Call centre shrinkage is a measure used in planning as a sort of “fudge factor” that allows for the difference between the number of staff that a forecasting system (or Erlang calculator) says is required and the practical considerations of how many employees are available at …

2024年3月11日 · To put it simply, shrinkage in a contact center means any time an agent isn’t available to complete a new piece of work, such as answering a phone call or responding to a chat message. This is lost time to a contact center because an agent isn’t able to help customers as intended in their role with the company.

In the future WFM standard, enabling productive vs. non-productive shrink is a straight-forward exercise of categorizing time into two buckets, and incorporating this view into your planning data. By showing two extra lines in capacity calculations by segmenting these codes, we can leverage productive & non-productive shrink values to uncover ...

2023年2月9日 · Workforce Management (WFM) tools and other call center software can help automate shrinkage metrics to make the rate more accurate and easier to calculate. Some WFM also features scheduling tools that allow agents to set their own schedules, effectively reducing shrinkage and increasing productivity.

2023年1月10日 · Call centers that consider shrinkage as a major workforce management (WFM) indicator when hiring and scheduling tend to meet a higher service level at a lower cost. So how can you accurately determine your shrinkage percentage and what are some of the steps you can take to reduce it?

Call centres that consider shrinkage as a major workforce management (WFM) indicator when doing hiring and scheduling tend to meet a higher service level at a lower cost. So how can you accurately determine your shrinkage percentage and what are some of …

2025年1月21日 · To effectively manage shrinkage, businesses can use Erlang calculators to calculate shrinkage based on service level targets, average handle time, and call volume. Additionally, integrating predictive modeling with your WFM system can help you forecast shrinkage more accurately and compensate for the variability in the system.

2023年8月9日 · Some tips to help control call center shrinkage are using proper Telecalling workforce management (WFM) software, real-time monitoring of agents, adherence incentives, and optimizing training programs to minimize the impact on …

2024年1月18日 · Call center shrinkage is a workforce management (WFM) metric used to optimize resource allocation. In other words, call center shrinkage represents the time when agents are working but are not available for customer interactions due to breaks, meetings, training, and other activities.

2018年12月8日 · There are two common ways to add shrinkage to your requirement, but only one of them will yield the right answer. Your experience has probably allowed you to figure out that the 2nd option below will produce the correct answer. Simply adding the shrinkage % to your requirement as in the first example will leave you understaffed.