• Clive Woodrow

WFM - Shrinkage Checklist

Updated: Mar 1, 2020

Every contact center suffers from shrinkage. Shrinkage is the amount of time an agent will lose during their scheduled shift. Time is lost due to a number of different factors. I have listed out the major shrinkage drivers below.

Anytime I use a percentage amount, consider it as an estimate. Your situation may be different. Different countries and companies have different laws and different rules.

The important thing is to capture all the things that cause your center to lose Agent hours. Knowing this will improve your forecasting and scheduling accuracy.

Agent Shrinkage Time 1. Lunch / Breaks | Plan for 11.11% | Required by Law

2. Late starting a shift (use current trending) 3. Leaving a shift early (use current trending) 4. Absent / Sick time. Company paid time - 7.40% vs. unpaid time - 9.00% (remember weekends tend to be higher) 5. Unplanned Attrition (use current trending) 6. Vacation Time, plan for ~2% annually. Summer season tends to require higher allocation %. 7. Holiday's - National, local and company (plan for a % of time) 8. Protected time, some would call it Medical Leave, Leave of absent, short term disability, etc (plan for a % of time)

Agent Productive (working) time lost due to: 1. Team Meetings (plan for 1.06%) 2. 1-2-1 Meetings (plan for 0.51%) 3. Quality Reviews (plan for 0.26%) 4. Internal Meeting (plan for ?? %) 5. Product Training (plan for ??%) 6. Company Training (plan for?? %) 7. System Issues (plan for 0.35%) 8. Personal Time (plan for 1.77 %)

281 views0 comments

Recent Posts

See All

How to Keep Employees

Do these three things, all the time: 1. Show them that someone is interested in them, cares about them, and is looking out for them. 2. Tell them weekly, why their job matters, and to whom it matters.

CAUTION - Agent Incentives Ahead

It's not unusual that incentive programs exist for contact centre agents. They are found in company-sponsored environments, and client sponsored environments and they are used for many different purpo

Achieve Greater Performance!

Whether you operate a contact centre in the United States, the Philippines, the UK, India, Canada, South Africa, Mexico, China or Australia, the critical measure of success for most centres remains AH

Screen Shot 2018-12-21 at 9.36.24 AM.png