What is call center shrinkage?
One of the most important concepts in schedule adherence is shrinkage.
Shrinkage can be defined as the time for which people are paid during
which they are not available to handle calls.
There are many reasons that can cause shrinkage - and it has to be taken
into account when scheduling the required number of agents to meet call
volumes. But the truth is that most companies badly under-estimate the
sheer volume of shrinkage that besets their call centers. This comes
about due to a host of potentially hidden areas of shrinkage. Many
managers keep their eye on several of these, but few are able to stay on
top of all of them: lateness, talking to associates, personal calls and
emergencies, leaving early and taking longer breaks. The bottom line on
shrinkage is the amount of minutes per day that agents are being paid
to be on the phone when they are not actually working or available to
receive calls or work on customer related issues.
How to track and manage shrinkage?
Shrinkage can be a major factor in failing to meet service level
targets. Call centers that take shrinkage parameters into account in
their forecasting and scheduling typically achieve higher service levels
at lower operating costs. They often do that by including all call
related activities into the forecast and schedule planning process. Here
is an example of how to track and manage shrinkage as part of the
workforce scheduling process:
For more information about shrinkage, please also read the following two blog posts:
In addition, you can download our whitepaper about tracking and improving schedule adherence - it should provide some valuable insights into the relationship between shrinkage and agent adherence.