Call Center Management Featured Article
How to Assess, Address Call Center Shrinkage
Call center shrinkage is the difference between the time agents are paid to help customers and the time they actually spend doing that. A wide variety of factors can impact shrinkage.
That long list includes the time call center agents spend:
• attending meetings
• having lunch
• in training
• on break
• on vacation
• out sick
Other factors that can contribute to shrinkage include system maintenance and outages, and weather events that can impact the hours a call center is open and operational or the ability of agents to reach that location.
Call centers can use forecasting tools to estimate expected shrinkage. And they can leverage proven strategies and new technology to lessen shrinkage.
For example, agent monitoring and analytics software can improve the efficiency and quality of call center interactions. They can do so by allowing for more targeted training and creating engaged employees who are less likely to have unexpected absences.
The adoption of cloud-based call centers can enable agents to work from home or other remote locations. And that means they can get the job done event when they’re bad weather or they run into transportation challenges.
Workforce management software can make forecasting easier and more automated. WFM also can enable agents to set and change their own schedules within set parameters. And that can drive productivity and engagement, and lower absenteeism and shrinkage too.
“If shifts are created based on forecasted caller demand, there is less likelihood of agents having too many calls to handle, or having nothing to do while getting paid,” adds Chuck Ciarlo of Monet Software (News - Alert). “Service levels go up because shifts are staffed and timed to meet customer demand. And when agents have some say in which shifts they are assigned, they find it easier to balance work, school and home life obligations, and are likely to stay longer with a job that fits their lifestyle.”
Edited by Maurice Nagle