Question: What Is Shrinkage In Call Center?

How do you calculate mold shrinkage?

In the formula, a = part dimensions under molding temperature conditions; b = part dimensions under room temperature conditions….The shrinkage rate for common plastic material as blow:ABS: 0.5%PC: 0.5-0.7%POM: 2.0-2.5%PVC: 1.0-2.5%PS: 0.3-0.6%PBT: 0.2-1.4%HDPE: 1.2-2.5%TPE: 1.0-2.0%More items…•.

What is schedule inflexibility call center?

As the term indicates, schedule inflex means that there is some amount of inflexibility inherent when you create a schedule that results in the schedule not being able to perfectly cover demand as forecasted. Correct scheduling is necessary to ensure that over/under situations are minimised.

What is KPI in BPO?

Introduction to Key Performance Indicators (KPIs) Key performance indicators is the term for a type of performance metric used to evaluate how a company is progressing towards their business goals. It is one of the efforts businesses use to measure productivity using trackable numbers.

How do you calculate shrinkage in a call center?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

What are the 3 types of shrink?

The Main Causes Of Shrinkage In RetailShoplifting. It’s no surprise to the retail industry that the number one cause of lost profitability is shoplifting. … Employee Theft. Close behind shoplifting, 33% of retail shrinkage is attributed to intentional internal theft. … Administrative Errors. … Fraud. … Operational Loss.

What is shrinkage rate?

Inventory Shrinkage Rate is a measure of inventory control. It measures the percentage of inventory that is lost between the initial production and the point it is sold. Reasons for shrinkage can include breakages, spillages, misplacements, perished goods, as well as internal and external theft.

What is AHT formula?

Calculating AHT (Total talk time + total hold time + after call work time) / total number of calls. AHT can be assessed per agent, per department, or across the organization.

What is employee shrinkage?

What Is Shrinkage? Shrinkage is the loss of inventory that can be attributed to factors such as employee theft, shoplifting, administrative error, vendor fraud, damage, and cashier error.

How can we reduce shrinkage in BPO?

The strategy must focus on implementing some of the commonly used best practices for reducing call center shrinkage.Measure Shrinkage Rate Continuously. … Track and Improve Schedule Adherence. … Keep in Mind Unproductive Time. … Monitor and Address Absenteeism. … Keep Agents Competitive. … Make Shrinkage Management an Ongoing Process.

How do you calculate shrinkage?

Divide the amount of shrinkage by the original size to find the shrinkage rate. In the example, divide 2 by 8 to get 0.25. Multiply the shrinkage rate by 100 to find the shrinkage as a percentage. In the example, multiply 0.25 by 100 to get 25 percent.

What is meant by shrinkage in BPO?

Call center shrinkage is the number of agents actively taking calls divided by the number of agents who are not available for any reason.

What is included in shrinkage?

Shrinkage is a term that is broadly defined as the percentage of time that scheduled agents are not available to handle customer interactions. … Shrinkage can encompass planned events, such as breaks, paid time off, training, team meetings, coaching sessions, or other activities.