He may establish new benchmarks and implement an operational framework with strategies to analyze and optimize work product. Sometimes a consultant may be called in for evaluation of a business or organization. Strategic monitoring in most industries affords insight into ways to seek optimization of the employees’ capabilities, or to see improvements in compliance. Benchmarks are a way to measure one’s effectiveness, whether one adheres to best practices, to assess one’s productivity or reliability, or to evaluate whether a system or enterprise is achieving excellence. A benchmark is usually of a high standard or is an example of a high performance, to generate a point of reference for improvement in the workforce or in the operating system. However, most often the word benchmark is used figuratively to mean a standard by which all other things may be compared. Benchmark may still be used to mean a surveyor’s mark used to make an accurate measurement of elevation. The word benchmark was originally rendered as two words, bench mark, to describe a mark that was cut into a building or wall horizontally, so that the worker could lay a leveling rod on this horizontal bench in order to make measurements accurately. The literal meaning of the word benchmark is a cut made by a surveyor in a building or wall in order to measure elevation. We will examine both the literal and figurative meanings of the word benchmark, where it came from and some examples of its use in sentences. (This is made worse if the leave/vacation year ends at the end of December.)Īcross the day, you may find that shrinkage is highest between 9.00 am and 11.00am and between 14.00 and 15.00, as this is when most team or company meetings tend to be arranged.Benchmark is a word that began with a literal meaning, but has come to also have a figurative meaning. Shrinkage does tend to vary across the day and across the year, so you need to measure contact center shrinkage regularly – don’t use a one-size-fits-all approach.Īcross the year, shrinkage tends to be highest across the summer months (particularly over the school summer holidays) and also around Christmas. Some companies try to drive up utilization as a way to become more efficient, but that’s bad in the long run – training is usually the first to go. So, a Shrinkage Figure of 30% equates to a Utilization figure of 70%. Utilization is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. Shrinkage is another way of expressing what used to be called utilization. Dimension Data in their Global Benchmarking Report give an average shrinkage figure of 35%. Most contact center professionals seem to agree that shrinkage seems normally to come out between 30 and 35%. What is an average shrinkage figure for the industry? If you do this, you will be short! The correct calculation is to convert the 30% to 0.3 and calculate 70/(1-0.3) = 100. Please don’t fall into the trap of adding a percentage shrinkage to the agent requirement, 70 agents in an interval plus 30% shrinkage (70+30%) = 91. Shrinkage= ( Total Hours of External Shrinkage+ Total Hours of internal Shrinkage) X 100 Special projects (time spent fixing broken processes) Shrinkage Formula Sickness (either run rate or desired level) External Shrinkage (out-of-center shrinkage) There are two main components of shrinkage – External Shrinkage and Internal Shrinkage 1. However, the average figure that is entered into an Erlang Calculator is 26.6%, which might indicate that there is widespread confusion over the definition of shrinkage. In most of the contact centers that we visit, shrinkage – the percentage of time that an CSR is unable to take customer contacts – is usually calculated to be around 30–35%. It tends to be used as an overall planning factor rather than as a tracking metric measured over time. For example – if you are require 70 agents for a half-hour interval, and you have a shrinkage of 30%, you will probably need to have a staff of 100 agents to cover the demand.
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