How do you calculate shrinkage in a call center?

You calculate the shrinkage of a particular period by dividing the total hours of shrinkage by the total hours scheduled and then multiply this number by 100.

How do you calculate shrinkage?

Subtract the final size from the original size to find the amount of the shrinkage. For example, if a felt square shrinks from 8 square inches to 6 square inches, subtract 6 from 8, resulting in 2 square inches of shrinkage.

How can I improve my call center shrinkage?

How to Minimize and Manage Shrinkage in a Call Center?

1. Measure Shrinkage Rate Continuously.
2. Track and Improve Schedule Adherence.
3. Keep in Mind Unproductive Time.
4. Monitor and Address Absenteeism.
5. Keep Agents Competitive.
6. Make Shrinkage Management an Ongoing Process.

What is utilization in BPO?

Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.

What is the difference between loss and shrinkage?

As nouns the difference between loss and shrinkage is that loss is an instance of losing, such as a defeat while shrinkage is the act of shrinking, or the proportion by which something shrinks.

How can we prevent shrinking in BPO?

The strategy must focus on implementing some of the commonly used best practices for reducing call center shrinkage.

1. Measure Shrinkage Rate Continuously.
2. Track and Improve Schedule Adherence.
3. Keep in Mind Unproductive Time.
4. Monitor and Address Absenteeism.
5. Keep Agents Competitive.
6. Make Shrinkage Management an Ongoing Process.

How can we prevent shrinkage in BPO?

Here are four tips to handle shrinkage and blunt its negative impacts.

1. Track it. To track schedule adherence, many call centers deploy employee tracking applications that let users log in and out as they start and end their shift, respectively.
2. Monitor absenteeism.
3. Keep employees engaged.
4. Reward productive agents.

What is planned shrinkage in BPO?

Shrinkage is a workforce management metric that refers to time in which agents are being paid but are not available to handle interactions. There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an agent calling out sick or on vacation.

How do you calculate productivity?

You can measure employee productivity with the labor productivity equation: total output / total input. Let’s say your company generated $80,000 worth of goods or services (output) utilizing 1,500 labor hours (input). To calculate your company’s labor productivity, you would divide 80,000 by 1,500, which equals 53.

How does shrinkage affect its employees?

Retail Shrinkage Affects Everyone This affects the consumers who must then pay higher prices. It affects the employees who must work for lower wages, for fewer hours, or with fewer perks and benefits. It also affects you as the business owner who is then placed at a competitive disadvantage.

How do you control shrinkage?

1. Continuously Track Stock.
2. Implement Checks And Balances.
3. Install Obvious Surveillance And Anti-Theft Signage.
4. Use Anti-Shoplifting Devices: Security Tags.
5. Implement Thoughtful Store Layouts.
6. Monitor Your Cash Management Practices.
7. Have An Intelligent Return And Exchange Policy.
8. Audit Your Hiring Practices and Training.