Definition:
Call center shrinkage refers to the time that agents are compensated for but are not available to handle calls.
Key Elements:
Types of Shrinkage: Includes time lost to breaks, training, lateness, and personal calls.
Impact on Staffing: Affects overall workforce planning and scheduling efficiency.
Monitoring Tools: Use of metrics to track and manage shrinkage effectively.
Why Call Center Shrinkage Matters:
Understanding and managing shrinkage is critical for optimizing staffing levels and ensuring that customer service demands are met, ultimately enhancing operational efficiency.