Dealing with the customers and reaching the targets is not an easy job for a business. That is why businesses opt for call centers and hire agents to deal with their targets and help them accomplish their goals. But how to guarantee that these hired people are available on the job every day.
Call center shrinkage is the difference between the hired agents and the number of agents available on duty. These shrinkages are of two kinds: one is the planned one, and the other is unplanned. In planned shrinkage, the agent may not be available on their seats because they might be attending a meeting. On the other hand, unplanned shrinkages happen because of absenteeism and unavailability of agents due to sickness or personal reasons. Unplanned shrinkages are like a burden on the shoulders of a business, and there will be no effective benefits for businesses in hiring such agents.
Keep scrolling down the article to get familiar with the concepts of call center shrinkage and the common reasons and prevention methods.
Top 3 Reasons for Call Center Shrinkage
Identifying the reasons behind why an agent is not available on the workstation to deal with the targets is important to deal with the problem. Some of the reasons for the unavailability of the agents are known if they are planned, but some of them are unknown to the authorities or the management.
Following are some of the reasons for increased call center shrinkages.
1. Poor time management
The agent is more likely to escape from their workstations when they lag what they were supposed to do in a day. Failing to reach the number of targets assigned results in escapism; lagging in reaching your targets is all because of poor time management. If the agents are not capable of managing their time and earn value for a business, then a business has to rethink the people they have hired. That is why most businesses, to reach their targets and goals timely hire call center outsourcing companies in Dubai and provide opportunities for future meetings.
2. Work time breaks
There are chances that the agents are in the office but not on their workstations doing their job. There are several reasons for such behaviors, whether the agents are taking breaks during work hours or busy talking with their colleagues. That is why monitoring the work of these agents and make them do their jobs responsibly is crucial.
3. Absenteeism
The shrinkages are not always unplanned and purposedly done by the agent. There might occur certain situations that make the agent not appear on duty. Absenteeism rates are the most common reasons agents are not available on the job. But a business must have a backup plan to deal with the workload and make sure all the targets are being contacted and called.
Top 3 Tips to Minimize Call Center Shrinkages
Taking notice and control of such issues is crucial for businesses. Letting the agents free won’t let a business achieve its goals and objectives. These minimization and prevention methods can only be identified when you know the reason behind them. Once you know and analyze the reason very well, the next initiative you have to take is to find ways to minimize them.
Following are some of the ways and methods you can minimize call center shrinkages.
1. Hire agents that love the job
Call shrinkages increase when the absenteeism rates increase, and one of the reasons behind absenteeism is that agents are not satisfied or happy with their jobs. While hiring agents or a call center, a business must make sure that the people they hire love their job. Securing a lead and nurturing them is a hard nut to crack, making the agents hate their job. That is why while hiring the agents or a company, make sure to check their previous record as it will show their dedication to the job.
2. Motivate agents
Motivating your agents is one of the ways to make them love their jobs and be on their jobs on time and regularly. These motivations could be an appraisal of their performance or giving them a pay raise or incentive. In such a way, an agent will tend to improve and work better, which is highly needed and beneficial for a business.
3. Hire the professionals
Professionalism in your agents is a must thing because it will make them committed to their roles and responsibilities. Having professionals for your job will not only minimize the call center shrinkages, but they will help you reach more targets than you expect. You can hire professional companies to get expert and professional service and achieve your goals effortlessly.
Make the most out of your call center services!
Whether inbound or outbound services you have opted for, you must make sure that the services you have availed of are helping you reach your targets. This can only be done if the agent you have hired or the call center services you have acquired are professional and sincere to their jobs. So, make sure the agents or the services you acquire are experienced and know what is better for your business.
