Hi, I've been looking at shifts in our call centre and have come up with a solution which does not incoporate annualised hours as we don't have a great deal of predictability of seasonality in our volumes. In order to help with our business case it would be good to have other people's thoghts on
I think it all depends on whether you allow for post effect changes by managers. Generally I find it unrealistic to be able to plan for every eventuality and expect that we would look for approx 90% adherence. In the service sector we can get a lot of variety in processes and empower our agents to
We work our Bank Holidays in the same way, with people volunteering, but this would not be included in shrinkage as they do not get a day off or additional holiday. Therefore the bank holidays are entirely separate like yours and therefore do not have an impact on planned shrinkage overall. The
