• Mariam Fathima

Shrinkage | Part 2 | Out-of-Office Shrinkage (OOS)

Welcome to the next part of Shrinkage components - Out-of-office Shrinkage!

In case you missed the first part of this blog - please visit below:

https://www.scribblr.in/post/shrinkage-part-1-in-office-shrinkage-ios


In this section, we will discuss how organization help us plan our vacation or a day off from work:

When an employee joins an organization, there are entitled to earn time offs or leaves as and when they complete certain tenure in the organization.


Once the employee have some leaves in their bucket, they are free to avail them during the course of time they work. Sometimes, the leave can be planned by the employees and sometimes it can be an emergency. These leaves are collectively called as Out-Of-Office Shrinkage in contact centre management.


Below are two important bifurcations to Out-of-Office Shrinkage:


Planned Shrinkage - As the name suggests, these are planned by the employee by sharing the information in advance to their immediate supervisor/team leader. The leaves that fall under this category are -

  • Planned Vacation - Ex. Wedding, Birthdays, Anniversary, travel plans or sometimes just family time

  • Festival Holidays

  • Maternity Leave

  • Paternity Leave

  • Adoption Leave

  • Sabbaticals

Unplanned Shrinkage - Similar to its name, these are not planned by the employees and are taken during an emergency. Sometimes these leave can authentic and sometimes could be employee behaviour. Leave falling under this category are -

  • Sickness

  • Bereavement Leave

  • Unapproved Absence - No Call No Show (NCNS)

Shrinkage is an important component in defining WFM solutions.


Below are few observation from WFM standpoint:

  1. Shrinkage is one of the key inputs during resource/capacity planning as the aspects allows every employee to exercise their earned leaves during the course of time they work for a particular project/process.

  2. The same concept is used during scheduling process to allow planned vacation being incorporated in an employees' schedule for particular week or month. Scheduling team allows the project/process to assess planned shrinkage for a particular week or month and defines the eligibility of unplanned shrinkage by day or week or month so as to avoid any impact on the contractual Service Goal/s.

  3. The Intraday/Mission control analyses the planned schedules and ensures the process/project meets the contractual service goal/s by adherence and coordination on real time basis by each interval or day.

The above process is stated at a very outer layer and we will go though each segment in detail in our coming articles.


Trivia:

WFM analyses shrinkage in terms of percentage and are completely depended on location where the contact centre exists adhering to the Country's laws and regulation.


Do it yourself!

Can you think of any other components which can fall under Planned or Unplanned Shrinkage?

Please share your answers in the comments section below:


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