Volume increases the pressure of managing things at a time. There are times in the call center, when it is difficult to know available agents vs how many are away on a break, attending meetings/training? The difference between the two is Call Center Shrinkage. How many call centers take this factor into account whenever there is a headcount? Shrinkage here plays a vital role in scrutinizing how many representatives you’d need to interact with customers.
Understanding shrinkage percentage as a call center key performance indicator (KPI) can not only improve customer interactions, but also help to handle average handle time, service level, and bottom line of business. Read More