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ResourcePlanningConsultancy.co.uk Increasingly there is a focus on proving productivity. Executives are keen to realise value for money and need to demonstrate efficiency and effectiveness. But with separate telephony, email and mail technologies it can be hard to get a comprehensive picture. Examining shrinkage, adherence to schedule and agent utilisation together, provides the answers. Shrinkage refers to time agents are not available to handle enquiries and can include such activities as holidays, training, coaching, and maternity or paternity leave to name but a few. Surprisingly perhaps it can account for between 35 – 52% of an agent’s time. Shrinkage is therefore a significant element in scheduling for Resource Planners and warrants careful consideration and control by planners and managers alike. |
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