Contact Center Shrinkage

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.

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