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Reply To: Staffing shrinkage Factor

#11187
Charlie Snedden
Guest

We have a number of call centres here under the one roof. At one time our Shrikage was 55%. Its a long story how that came about, how ever, we have now implemented a Shrinkage target for evry team in th call centre of 30%. This is all shrinkage.

In doing this our productivity no stands around 75%, which is a great improvement.