Call centre shrinkage has a substantial impact on your organisation’s bottom line. While some shrinkage is unavoidable, it can be better managed through smarter scheduling. QStory’s AI platform proactively identifies idle time in agents’ schedules, enabling you to move planned shrinkage allowances for activities such as compliance training, coaching and 1-2-1s into these windows.
The ROI was almost instant, we have been able to reduce our shrinkage as forecasted in the business case, helping our organisation reduce cost and improve efficiency. QStory really did deliver on its promise!
QStory goes beyond simply identifying idle time, it actively protects service levels while unlocking opportunities to reduce shrinkage and increase occupancy. Real-time nudges keep agents on track, cutting excess time in activities like after-call wrap and improving support when issues arise. With the Why Detector’s natural language analysis, managers uncover the root causes of lost time and act quickly to resolve them. The result: tighter control, higher productivity, and a more responsive operation.
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