By - hIMANSHU SURI
Is there a dip in your contact center business?
Explore How to manage contact center shrinkage
Categorize the planned & unplanned shrinkage elements
Analyze the data
Include training & latter
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Set a schedule for agents to track performance
Mention the amount of time spent on other activities
Identify the time consuming unnecessary actions
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Lateness & absenteeism are serious issues
Check work pressure, behavior, no consideration, etc
Take immediate steps to boost productivity
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Giving more workload increases call center shrinkage.
Keep agents motivated & inspired.
Focus on personal & professional growth opportunities
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Regular appraisals are not enough.
An extra effort should be made to motivate agents
Give them monetary incentives or coupons
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Monitor agent performance via supervisor desktops
Balancing workload and pressure
Identify who is majorly involved in taking planned/scheduled shrinkage.
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Observe the trends for hiring agents
Keep check on business insights and real-time scenarios
Identify who is majorly involved in taking planned/scheduled shrinkage.
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Focus on workforce management and discussion
Have healthy competition & compare yourself
Take Feedback of performance of agents
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Deploy contact center wallboards for performance growth
Have healthy competition & compare yourself
Take Feedback of performance of agents
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Deploy supervisor desktop or WFM software to track shrinkages.
Save supervisors from assuming a situation for agents
Use individual analysis to reduce shrinkage
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Identify areas of departments that have shrinkage
Don't just follow the one size fits all concept
Follow different approaches to deal with different mindset
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