Call Center Shrinkage
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Call Center Shrinkage - a critical call center workforce management KPI. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Call Center Shrinkage?
The amount of time (in hours) that Call Center representatives spend off the phone and unavailable to accept calls (includes breaks, vacations, meetings, etc.) divided by the amount of time scheduled for work over the same period of time, as a percentage.
Why should Call Center Shrinkage be measured?
This KPI measures the portion of time that call center representatives are not performing scheduled work activities. A high value can indicate poor workforce planning, inefficient operating procedures, management's inability to monitor how effectively employees are using their time or reduction in profits if the company is paying employees who aren't working or earning their wages. A high shrink rate can be a sign of poor employee motivation, which is detrimental to co-worker morale and the organizational culture as a whole.
Download a Sample Call Center Shrinkage
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