What is Call Center Shrinkage?
Fonolo
SEPTEMBER 16, 2022
Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late. External Factors Include: Sick time.
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