Rostered Staffing Factor

[djdaley]

Hello,

I am looking for some statistics on what your RSF (or Shrinkage, or Uplift - whatever terminology you use) stands at.

We are looking at around 30% and fear this is too high. We have based this on all shrinkage factors, not including and "non productive time" or anY Scheduled coaching (in other words - sick leave, rec leave, meetings, training, non phone work, and rostered days away).

Is 30% standard, if not, what are you running at?

[kala]

We use our Workforce Management system to help us determine exactly what our shrinkage factor is. There is a time utilization report that will tell us how much time agents spend in each of the exception code. (sick, vacation, tardy, meeting, coaching, etc..) you can pick and chose which ones you want to count. I feel that 30% is right on target. The last time we ran our utilization report our shrinkage was right around 28%