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客服中心縮減是指排定時間中由於專員的休息、訓練或其他因素而無法進行客戶互動的百分比。
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發佈日期 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.
客服中心縮減受內部和外部因素影響，這些因素會縮短可用專員時間。內部原因源自客服中心的日常運作和管理，而外部原因往往無法立即控制。
縮減的內部因素源於客服中心的日常活動和例行工作。這些可能包括：
導致客服中心縮減的外部因素通常在組織直接能控制的範圍之外，但仍會顯著影響效能。這些因素包括：
Understanding how to calculate call center shrinkage is essential for effective workforce management. The shrinkage formula is:
縮減 (%) = (不可用的總時間/已排定的總時間) × 100
此公式會考慮專員無法處理呼叫的總時間除以其排定工作的總時間。將此比率乘以 100，即可獲得縮減百分比，這表示您排定的員工中有多少人未積極與客戶互動。縮減率越低，客服中心一般的員工利用效率就越高。
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.
軟體中的即時遵循監控也讓主管可根據排程追蹤專員活動，識別差異並迅速解決問題。如此一來，專員可以持續執行工作，進一步減少縮減並提高營運效率。
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.
實施適合專員的日常工作的微型學習課程，使他們能夠以更短、可管理的逐步方式完成訓練，而不會中斷通話流程。
減少通話量是透過減少對專員需求以將縮減降至最低的策略性方法。實施智慧型呼叫路由可將客戶通話導向最合適的專員或部門，進而減少不必要的轉接和處理時間。
此外，增強自助服務選項，例如互動語音回應 (IVR) 系統和線上常見問答集，使客戶能夠解決常見問題，而無須與專員交談。
身心健康計畫，例如壓力管理研討會或健身房會員資格，可以協助減少缺勤並改善整體專員的健康狀況。鼓勵領導者培養參與和認同文化，也能在保持專員的積極性和投入方面發揮關鍵作用。
提供靈活的工作排程，以滿足員工的個人需求，提高工作與生活平衡並減少倦怠。
整合 AI 到您的聯絡中心可以透過自動化例行工作並提高營運效率來大幅減少縮減。採用 AI 的工具，例如聊天機器人和虛擬助理，都可以處理大量客戶查詢，進而釋放人力專注於更複雜的問題。這可減少對專員保持服務的持續需求，降低整體縮減率。
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.
客服中心縮減會測量專員在已排定期間無法接聽電話的部分，例如休息或訓練。例如，如果專員已排定為八小時的輪班，但其中有兩小時用於訓練，則這兩小時就計為縮減，顯示因非通話活動而造成的時間損失。
另一方面，專員使用率可評估專員如何有效利用其可用時間來處理通話。例如，如果專員在扣除休息和訓練後可以使用六個小時，但僅花費四小時積極通話，這表示有兩小時的生產時間落差。
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.
