CallCentreVoice Topic Calculating Shrinkage

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Matthew Norman on 8/9/2011 14:05:55.
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Matthew Norman
MI Analyst
Equity Insurance

13 posts
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Calculating Shrinkage  [8/9/2011 14:05:55]

Hello All,

I have been asked to calculate required resources for a team where I work.

We don't currently have a workforce management system as our telephony set up is not standard and is not compatible with a workforce management system.

I have managed to calucate base staff from looking at the average number of calls oer 30 minute interval over 6 weeks.

How to I calculate the shrinkage factor to apply to this?

I have certain things to add to it such as tasks which are done in between calls so I can calculate the hours required for this.

We generally allow an agent to have 3% personal time in a day and 1.5% of the day for printing/photocopying.

Any advice will be appreciated.

Thanks

Matt

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Matthew Norman
MI Analyst
Equity Insurance

13 posts
0 friends welcomed

Help!  [10/10/2011 20:24:41]

Can anyone help with this.

Have been searchin for weks now and can find many topics on how to apply the shrinkage factor but not how to actually calculate this figure.

Thanks

Matt

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Manu Babbar
Senior Manager - WFM
vCustomer

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Calculating Shrinkage  [13/10/2011 22:12:01]

You would need to calculate the total hours which you expect to be a shrink. For example, 3% and 1.5% that is close to 21.6 minutes. Now you would need to add the shrinkage as per the absenteeism trends at your centre or any other shrinkage applicable.

To calculate the actual requirement, just divide the base requirement by 1-shrinkage and it will give you the actual requirement. i am assuming the weekly off shrinkage has already been considered in base requirement.

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John Falton
Call Center Manager
Ignite

7 posts
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Agree with other poster but something added  [29/10/2011 06:37:35]


Agree with Manu here. You need to account for weekly off shrinkage per general calculations from the weekly numbers.

Do you have a list of the tasks and have you figured out allocated time for them?

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