HR Cafeteria - A Human Resource Repository Covering Contemporary and Traditional HR Information

Shrinkage & Attrition Calculation: A Comparative Analysis & Formulas in Practice Shrinkage & Attrition Calculation: A Comparative Analysis & Formulas in Practice S hrinkage is a term that is broadly defined as the percentage of time that scheduled agents are not available to handle customer interactions. Conceptually, it’s the time that “shrinks” from the schedule. Shrinkage can encompass planned events, such as breaks, paid time off, training, team meetings, coaching sessions, or other activities. It can also include unplanned events such as absenteeism, tardiness or agent attrition. It may also include time lost when agents do not adhere to their planned schedule. This is the percent of time that agents are not where they are scheduled to be or not doing the activity they were scheduled to do. For example, if an agent is supposed to be handling calls but instead is unavailable, they are out of schedule adherence. Shrinkage has two types:

  Inspirational & Motivational Quotes on Attitude  Abraham Lincoln : I am not bound to win, but I am bound to be true. I am not bound to succeed, but I am bound to live up to what light I have. T. S. Eliot: We must not cease from exploration and the end of all our exploring will be to arrive where we began and to know the place for the first time. Eleanor Roosevelt: We must want for others, not ourselves alone. Abraham Lincoln: We should be too big to take offense and too noble to give it. Earl Nightingale: We tend to live up to our expectations. Albert Einstein: Weakness of attitude becomes weakness of character. Japanese proverb: We're fools whether we dance or not, so we might as well dance. Viktor E. Frankl : I became acquainted with those martyrs whose behavior in camp, whose suffering and death, bore witness to the fact that the last inner freedom cannot be lost. Leland Bartlett : I believe life is to be lived, not worked, enjoyed, not agonized, loved, no

  Training & Development What is Training? Training is the process of increasing the knowledge and skills of an employee for doing a particular job. It involves the development of skills that are usually necessary to perform a specific job.   What is Development? Development is concerned with the growth of employees in all respects. It is the process by which managers or executives acquire skills and competency in their present jobs and also capabilities for future tasks. TNI or Training Need Analysis What is TNA or Training Need Analysis? It’s the simple identification of the training needs of an individual. Training Need Analysis (TNA) is the study of needs, in the sense prioritization of the needs, according to urgency, organizational requirement etc. Whether the needs identified are pertaining to the job requirements (current or future) or not.     There are three types of training need analysis:   Or