As mentioned in our earlier post, issue tracking system is a software application that allows an enterprise to record and follow the progress of every problem or issue that a computer system user identifies until the problem is resolved. An ITS enables the user to:
i) report an issue
ii) track progression towards its resolution
iii) know who is responsible for resolving the issue.
Moreover, it allows the manager of the system to customize the tracking procedure so that unnecessary documentation on the part of the problem solvers does not become a waste of time.
An Its is of great importance to any customer support center as:
1. It facilitates the communication:
Using an issue tracking system within a customer support center helps facilitate the communication and lets the staff know what happens with each issue. As a matter of fact, when there are numerous ideas and issues, there is a high probability of these issues or ideas being misplaced. Moreover, due to a poor communication, staff may even perceive they are not being heard or being ignored. This may further result in the employees quickly disengaging and the project being damaged.
2. It enables you to keep a track of issues:
An efficient issue tracking system helps keep track of every issue that has been raised. Apart from this, staff may suggest new ideas or may request new functionality. An issues tracking system allows you to keep a track of these ideas and issues and also to keep a history of these suggestions.
3. It helps keep track of the action taken:
As soon as an issue is submitted, some action is going to be taken on the issue. These actions may include- under consideration, completed and closed, needs more info, etc. An issue tracking system allows you to keep a track of any actions taken on an issue.
Call center shrinkage is a measure the time wasted in the call center due to things like vacation, breaks, lunch, holidays, sick time, training and more. Shrinkage is a measure used in contact centers that helps calculate the difference between the number of staff that a forecasting system says is required and the practical considerations of how many employees are available at a particular time.
It consists of two main components namely:
i) Internal shrinkage:
This type of shrinkage is also known as in- center shrinkage. The factors responsible for this type of shrinkage include training, team meetings, unplanned facility breaks, system downtime etc.
ii) External shrinkage:
This type of call center shrinkage is also called in- center shrinkage. It is caused due to sickness, holidays, public holidays, paid breaks etc.
Mostly, call center managers take all these factors into consideration. However, there are a few factors that affect the shrinkage to a great extent. Some of them include lateness, talking to associates, personal calls, and emergencies, leaving early and taking longer breaks. The bottom line on shrinkage is the number of minutes per day that agents are being paid to be on the phone when they are not actually working or available to receive calls or work on customer related issues.
The mathematical formula for calculating call center shrinkage is:
Shrinkage (%) = [Total hours of external shrinkage + Total hours of internal shrinkage] / Total hours available * 100
Call center shrinkage is a major factor in failing to meet service level targets. According to a research, all centers that take shrinkage parameters into account in their forecasting and scheduling achieve higher service levels at lower operating costs. This is achieved by including all call related activities into the forecast and schedule planning process beforehand. This helps in exceeding the expected level of service.
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