Question: How Do You Calculate Shrinkage In A Call Center?

What is shrinkage in call center?

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

Why is AHT high?

Reasons For a High AHT Inexperienced customer service representatives. Lack of automation or no interactive voice response (IVR) system. Not taking time to review calls and processes. Ineffective call routing.

How do you pass AHT?

21 Top Tips for Reducing Average Handling Time (AHT)Automate simpler queries to reduce the general workload. … “Acknowledge, Answer, Ask” can make each call more efficient. … Cut down on after-call work (ACW) instead of customer talk time. … Aim to resolve every customer query on the first contact. … Wrap-up codes can drive up unproductive time.More items…•

Why is AHT important?

Things get more complex when a customer has a long wait time and a long handle time. The lower the AHT, the more efficient a call center tends to be operating. It means a representative can handle more calls, more customers can be served, and customers will see resolutions more quickly.

What is shrinkage factor?

The amount to which a reservoir barrel of oil shrinks when gases are removed at surface. Reciprocal of the formation volume factor.

What is the formula for shrinkage in call center?

How to calculate Shrinkage rate in Call center (BPO) Formula for Planned Leave = (Planned Leave/ Total Number of Agent)*100 Formula for Unplanned Leave = (Unplanned Leave/ Total Number of Agent)*100 Then add both the shrinkage percentage.

How do you calculate shrinkage?

Subtract the final size from the original size to find the amount of the shrinkage. For example, if a felt square shrinks from 8 square inches to 6 square inches, subtract 6 from 8, resulting in 2 square inches of shrinkage. Divide the amount of shrinkage by the original size to find the shrinkage rate.

What is shrinkage and its formula?

Shrinkage calculation for hours Shrinkage% = (1- (Total staffed hours/Total scheduled hours)) Total Staffed hours = (Total answered calls*AHT) + Avail time + productive aux. Total scheduled hours = Total agent hours rostered for the day/week/month.

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 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.

What is the shrinkage target in BPO?

Simply put, shrinkage is anything that keeps agents from being able to perform their main job function… interacting with customers. Most contact centers average around 30% shrinkage, but it can range anywhere from 20% to 50%. The range is dependent on the type of business and the culture.

What is AHT formula?

Average handle time, or AHT, is an important call center metric. … To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.