Live Chat Agent
  • Why LiveChatAgent.com
  • Frequently Asked Questions
  • Pricing
  • Start now
Posted on April 23, 2025 by lcasite

Tips to reduce call center shrinkage: I

Call center shrinkage can be quite jeopardizing. So, the call center managers should consider taking measures to minimize it. Here, we have mentioned some tips that would help with the same:

1. Consider tracking the negotiable categories of shrinkage:

The non-negotiable category of call center shrinkage includes paid holiday time and paid breaks, as well as training, meeting time, and more. Since all these categories are fixed and can be defined clearly. On the other hand, the negotiable category consists of off-phone time, sick leave or unexplained absence. All these should be tracked closely to maximize productivity and minimize call center shrinkage.

Chris Dealy

Sick leave

Sick leave

2. Treat it as a critical planning assumption:

Shrinkage requires the same focus and analysis as workload forecasts and performance metrics. You need to know that shrinkage is the sum of the parts, so if you conduct two x one-hour communication sessions per week, per Full-Time Employee (FTE) , then you have to calculate what this number is for the week, the month and the year.

Plan
Plan

3. Split up the categories further:

While creating categories for shrinkage you need to be extremely careful. The best practice is to split categories down further. As an example, sickness may be split into long and short-term, annual leave may be split into bank holiday and annual leave, communication can further be split into one-to-ones and team meeting. Using this approach can help you monitor performance and identify specific areas for improvement. Thus, you can work on these areas and increase call center productivity.

Splitting categories
Splitting categories

4. Planned and unplanned shrinkage:

Consider split your shrinkage categories into planned and unplanned ones. Planned shrinkage would include holidays, lunches and training that can be planned in advance, while unplanned shrinkage would point out to last-minute meetings and unplanned training. This would make your categories more organized.

Planned- unplanned categories
Planned- unplanned categories

 

 

 

 

 

 

Categories24/7 live chat agents, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website, Uncategorized Tagscall center, categories, holiday, leave, meetings

Leave a Reply

You must be logged in to post a comment.

Post navigation

Previous PostPrevious All you need to know about call center shrinkage
Next PostNext Tips to reduce call center shrinkage: II
<


Sign up for a 7-day FREE trial and start growing your business.

No credit card required. No obligations. Cancel anytime.
Please enter your first name
Please enter your last name
Please enter your work Phone number
Please enter your work email
Please enter your website URL
About us

Established in 2005, Live Chat Agent has been a leading provider of 24 x 7 live chat service to business from varied industries and all over the globe. We excel at lead generation, customer service, and post-sales support chat services.

Our live chat product offers all features that your business will need not only to engage with your audience but also help you generate more leads in real-time. If you do not have someone to take care of your chats in-house, feel free to contact us.

PRODUCT
  • Sign Up for a 7-day Free trial
  • All Features
  • Live chat features for you
  • Live chat features for your visitors
  • Reports & Tracking
  • Get A Custom Quote
  • Why Live Chat?
COMPANY
  • Blog
  • Become a Live Chat Reseller
  • Privacy Policy
  • Terms of Service
  • Cookie Policy
Social Links
  • sales@livechatagent.com
  • Facebook
  • Twitter
  • Linkedin
  • Google
© LiveChatAgent. All Rights Reserved.