Non-discretionary would be the elements we cannot control (e.g., late time, sick time, and any other unaccounted time.) Discretionary includes the things that we can control (e.g., meetings, training, vacation time, break time). The best way to determine shrinkage is to break it into two distinct categories: discretionary and non-discretionary. The range is dependent on the type of business and the culture. Most contact centers average around 30% shrinkage, but it can range anywhere from 20% to 50%.

Simply put, shrinkage is anything that keeps agents from being able to perform their main job function… interacting with customers. In addition, critical meetings and training will take agents away from their desks. Let’s face it, agents are going to call in sick and they’re going to take time off for various reasons. In other words, it’s the amount of “over-scheduling” you must perform in order to have the right number of agents working at any given time of the day. Shrinkage is the value used to determine the total required staffing levels necessary to meet your business goals. So, what is the missing ingredient? Could it be shrinkage? Did you underestimate your shrinkage, or leave it out of the equation entirely? In many cases, shrinkage is underestimated, or calculated incorrectly. For more information, please contact Nicola O’Hanlon at BCL Legal on 01 for a confidential chat.Everything in your forecast looks great, call volumes and average handle times are accurate, your schedule is in place to meet the expected demand. The firm is offering highly competitive basic salaries, bonuses and an endless list of benefits together with first class training in a progressive and forward thinking organisation. This is a fantastic opportunity for anyone with a passion for property to work at the cutting edge of estate agency and conveyancing. In 2014, MHM completed over 40,000 mover transactions and have received 16 industry awards in the last two years for the level of service it provides to its customers. MyHomeMove, the UK’s leading provider of conveyancing services is currently recruiting experienced conveyancers to join its dedicated Purple Bricks team. With an average time of 17 days to find a buyer and 99% of houses being sold for asking price or more, it’s not surprising that Purple Bricks is the fastest growing online estate agency in the UK. With most high street estate agents open and available to speak to during the hours of 9 – 6pm, it is interesting to know that 70% of PB’s customer activity is outside of these hours.

Purple Bricks is a hybrid online estate agency, which offers the benefits of a qualified local expert with a wealth of industry experience, your own personalised online profile, which you can access 24/7 for updates or advice, no contract tie in period and a huge 84.80% saving on a property priced at £250,000. It would seem that I am not on my own with 98% of homebuyers and tenants heading straight to Zoopla or Rightmove. I’ve spent many an hour (never during work time of course!) scrolling through endless lists of other peoples houses playing online games of through the keyhole. The modern day consumer has a never ending to do list and with technology constantly evolving, it is becoming more common for people to organise their lives from the comfort of their own sofa! Articles From the Team Purple bricks and mortarīanking, groceries, holidays, selling your car and treating yourself to those beloved Louboutins all while you’re sat in your pj’s and slippers with your coffee and your laptop on your knee.

Average mortar worktime