Reducing Call Center Shrinkage

There are many organizations that do not realize the worth of shrinkage and also tend to underestimate the sheer volume of shrinkage. The offshore call centers must make sure that the shrinkage is decreased to considerable extents in the contact center companies. It would be better if the outsourcing call center agents can come up with ideas on enhancing the scheduling and forecasting accuracy taking care to include all operations in the schedule. The call scheduling involves managing well all the time that is spent in breaks and lunch, meetings, training, absenteeism, correspondence, research, inbound and outbound calls, emails, and other unproductive time spent in the work place.

The outsourcing call center managers must also monitor the way agents adhere to the schedule and must work together with the agents to improve over time. The managers must take the initiative to monitor the schedule adherence levels in real time and then run the reports as well as share the reports with the entire outsourcing call center team members. When the contact center managers and supervisors can ensure that the agents are adhering to the schedules and everything is being done to make sure that the call center operations are of high quality, and then it can be ensured that the contact center shrinkage is reduced to a considerable extent.

The managers must try to incorporate flexible shifts in the center, so that the agents get a chance to bid for shifts after knowing each other’s shift timings. This will help them adhere to the schedule better.