Quick Answer: What Is BPO Shrinkage?

How is AHT calculated in BPO?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls.

That is your average handle time..

What is Utilisation in BPO?

Call center agent utilization is the percentage of time an agent spends on handling contacts and customer interactions or handling contact-related work. It measures how much time agents who are logged into the queue spend handling customers and how much time they are being paid to work in the call center.

What is the formula for occupancy?

Occupancy rate is the percentage of occupied rooms in your property at a given time. It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy.

How can we save Attrition in BPO?

10 Steps to Help Reduce Agent Attrition in Call CentersOptimize recruiting and hiring. Reducing agent attrition starts with hiring the right agents for your team. … Enhance training programs. … Enhance customer satisfaction focused monitoring. … Establish clear communication channels. … Enhance recognition and rewards programs.

What is the meaning of shrinkage in BPO?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

What is shrinkage percentage in call center?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

How do you calculate shrinkage?

Divide the amount of shrinkage by the original size to find the shrinkage rate. In the example, divide 2 by 8 to get 0.25. Multiply the shrinkage rate by 100 to find the shrinkage as a percentage. In the example, multiply 0.25 by 100 to get 25 percent.

How can we control shrinkage in BPO?

Top Tips for Improving Contact Centre ShrinkageFactor shrinkage into your staffing requirements. … Avoid inflating the base staffing figure by the shrinkage percentage. … Track unexplained absences closely to maximise productivity. … Forecast down to 15- or 30-minute intervals. … Don’t just write down 10% and keep your fingers crossed. … Don’t flat line shrinkage across the year.More items…•

How is occupancy calculated in BPO?

Agent occupancy refers to the percentage of time that call agents spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. It is a statistic used in calculating the productivity of a call center.

What is shrinkage rate?

Shrinkage is the loss of inventory that can be attributed to factors such as employee theft, shoplifting, administrative error, vendor fraud, damage, and cashier error. Shrinkage is the difference between recorded inventory on a company’s balance sheet and its actual inventory.

How do you control shrinkage?

Understanding how shrinkage happens in retail stores is the first step in reducing and preventing it.Shoplifting. … Employee Theft. … Administrative Errors. … Fraud. … Operational Loss. … Implement Checks and Balances. … Install Obvious Surveillance and Anti-Theft Signage. … Use Anti-Shoplifting Devices: Security Tags.More items…•

What is KPI in BPO?

Introduction to Key Performance Indicators (KPIs) Key performance indicators is the term for a type of performance metric used to evaluate how a company is progressing towards their business goals. It is one of the efforts businesses use to measure productivity using trackable numbers.

How is attrition calculated?

Attrition can be calculated by multiplying the number of employees who have left by your total number of employees and multiplying the result by 100. The formula looks like this: ATTRITION RATE (%) = (Number of leaves ÷ number of employees) x 100.

What is a good shrink percentage?

Shrinkage is an Issue The average shrink rate – your shrink amount defined as a percentage of your sales – was 1.44 percent nationally, but almost one in four retailers reported a shrink of 2 percent or higher.