* Is High or Low Best: Lower is Better
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.
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.
Two values are used to calculate this KPI: (1) the amount of time (in hours) that call center representatives spend off the phone and unavailable to accept calls, and (2) the total amount of time (in hours) that call center representatives are scheduled to work over the same period of time. Include time spent off the phone due to lunch breaks, restroom breaks, meetings, training, paid vacation, tardiness, and coaching in the numerator of this calculation. Do not include time missed due to holidays or call follow-up work/research in the numerator of this calculation.
(Amount of Time Representatives are Unavailable to Answer Calls / Total Amount of Time Representatives are Scheduled to Work) * 100
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