Call centre shrinkage has a substantial impact on a company’s bottom line.
While some shrinkage is unavoidable, organisations who can find unproductive idle time can maximise their resources by proactively moving planned shrinkage allowances for activities like training, coaching, and one-to-ones into this idle time.
That’s where we come in…
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!
Idle time is found in advance of the day and can then be allocated to more productive work.
Team leaders book their team’s coaching, 1:1s etc., with the knowledge that the service level is protected.
Reduce the shrinkage allowances in your WFM, save money, and get all the coaching and training completed.
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