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呼叫中心缩减率是指由于休息、培训或其他因素，坐席无法与客户互动所占的已安排时间的百分比。
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发布日期 2024年9月20日
Imagine a scenario where a team of 50 agents is scheduled to handle customer calls, but only 40 are available. The result? Longer wait times, frustrated customers, and increased pressure on the available agents. That’s the effect of call center shrinkage.
Call center shrinkage is a crucial metric that significantly impacts a call center’s efficiency. Shrinkage refers to the percentage of time agents are unavailable to handle customer interactions, even though they are scheduled to work.
Managing shrinkage in a call center effectively is vital for maintaining optimal performance, ensuring customer satisfaction, and keeping operational costs in check. In this post, we’ll learn various causes of call center shrinkage, how to calculate shrinkage, and what you can do to reduce it.
呼叫中心缩减受内部和外部因素影响，这些因素都会减少坐席的可用时间。内部原因源于呼叫中心的日常运营和管理，而外部原因往往无法直接控制。
缩减的内部因素源于呼叫中心的日常活动和例行工作。其中包括：
导致呼叫中心缩减的外部因素往往不在组织的直接控制范围之内，但仍会对绩效产生重大影响。这些因素包括：
Understanding how to calculate call center shrinkage is essential for effective workforce management. The shrinkage formula is:
缩减率 (%) =（不可用总时间/总安排时间）× 100
此公式计算坐席无法处理呼叫的总时间除以安排他们工作的总时间。将这一比率乘以 100，您将得到缩减百分比，该百分比表示您安排的员工中有多少人没有积极地与客户互动。缩减百分比越低，说明呼叫中心的员工利用效率越高。
To illustrate how this works in practice, consider an agent with a standard schedule of 260 working days per year and 8 hours per day, totaling 2,080 scheduled hours annually.
The table below identifies how those 2,080 hours are allocated, distinguishing between weekly recurring events and annual day-based allowances.
| Category | Hours per week | Days per year | Hours per year | Shrinkage % |
| External shrinkage | ||||
| Annual leave | — | 15 | 120 | 5.8% |
| Public | — | 10 | 80 | 3.8% |
| holidays | ||||
| Sick leave | — | 6 | 48 | 2.3% |
| Personal time off | — | 3 | 24 | 1.2% |
| Internal shrinkage | ||||
| Training sessions | 2 | 13 | 104 | 5% |
| Team meetings | 1.5 | 7.8 | 78 | 3.8% |
| One-on-one coaching | 0.5 | 2.6 | 26 | 1.3% |
| Breaks (2 x 15 min/day) | 2.5 | 13 | 130 | 6.3% |
| Administrative tasks | 1 | 5.2 | 52 | 2.5% |
| System downtime | 0.5 | 2.6 | 26 | 1.3% |
| TOTAL: | 78.2 | 688 | 33.1% |
Reducing call center shrinkage requires a proactive approach to managing both internal and external factors. When you leverage the right tools and strategies, your call center can improve both efficiency and overall service quality.
Workforce management software is a powerful tool that can enhance agent scheduling, so call centers have the right number of agents available at all times. Accurately forecasting call volumes and automating shift assignments allows the software to minimize coverage gaps and unnecessary downtime.
软件内的实时遵守情况监控功能还允许管理人员根据坐席安排跟踪坐席的活动，发现偏离安排的情况并及时处理。这样，坐席就能继续执行任务，进一步降低缩减率，提高运营效率。
Consolidate training sessions and schedule them during low-demand periods so agents stay available when customer demand is highest. Additionally, automating routine administrative tasks, such as data entry or reporting, frees up agents’ time, allowing them to focus more on customer interactions.
实施适合坐席日常工作的微型学习课程，可以让他们以更短、更易于管理的增量完成培训，而不会中断呼叫流程。
减少呼叫量是通过减少对坐席的需求来最大限度降低缩减率的一种战略方法。实施智能呼叫路由，可将客户呼叫转至最合适的坐席或部门，减少不必要的转接和处理时间。
此外，增强自助服务选项，例如互动式语音应答 (IVR) 系统和在线常见问题解答，使客户无需与坐席交谈即可解决常见问题。
健康和保健计划（例如压力管理研讨会或健身房会员资格）有助于减少缺勤率，提高坐席的整体健康状况。鼓励领导层培养参与和认可的文化，在保持坐席积极性和敬业精神方面也发挥着关键作用。
提供灵活的工作安排以满足员工的个人需求，加强工作与生活的平衡并减少倦怠感。
将人工智能集成到您的呼叫中心，可以自动执行日常任务并提高运营效率，从而有助于显著降低缩减率。人工智能驱动的工具（如聊天机器人和虚拟助手）可以处理大量客户咨询，从而将人工坐席解放出来，使其专注于更复杂的问题。这就减少了对坐席随时待命的需求，从而降低了整体缩减率。
AI can also assist in predictive scheduling by analyzing patterns in call volumes and agent performance, helping managers improve workforce allocation and reduce idle time.
Real-time monitoring and analytics enable managers to quickly identify and address deviations, helping agents stay on task.
呼叫中心缩减率衡量的是坐席因休息或参加培训等原因无法接听电话所占的已安排时间的比例。例如，如果已为一名坐席安排了 8 小时的班次，但他在培训中花费了 2 小时，那么这 2 小时就会造成缩减，表明因非呼叫活动而损失的时间。
另一方面，坐席利用率评估的是坐席如何有效利用其可用时间处理呼叫。例如，如果一名坐席在计入休息和培训时间后有 6 个小时的可用时间，但只有 4 个小时积极接听电话，这表明在工作时间上有 2 个小时的差距。
A well-designed contact center is crucial for operational efficiency and minimizing shrinkage. Zoom CX offers robust workforce management and quality management solutions tailored to achieve these goals. Advanced scheduling capabilities improve agent allocation, while real-time adherence monitoring enables managers to track and adjust agent availability in real time.
The software also automates administrative tasks, reducing the time agents spend on non-customer activities. Plus, intelligent call routing directs calls to the right agents.
Request a demo for Zoom CX today to see how we can help you streamline operations and ultimately reduce call center shrinkage.
