Understanding BPO Jargon: Can You Help Explain Terms Like Attrition and Shrinkage?

Hi,

Kindly provide a list of BPO terms like Attrition, Shrinkage, Absenteeism, Billables, MIS, WFM, and many more. Please provide definitions and formulas to calculate the same.

Regards,
Abhishek Solanki

Kindly provide a list of BPO terms like Attrition, Shrinkage, Absenteeism, Billables, MIS, WFM, and many more. Please provide definitions and formulas to calculate the same. I need Excel help with this.

Regards,
Manohar

Kindly provide a list of BPO terms like attrition, shrinkage, absenteeism, billables, MIS, and WFM. Please help ASAP.

Can anybody help me out with the formulas to calculate ATT, AHT, AWT, Shrinkage, Attrition, Service Level along with all the BPO operations formulas? It would be a great help for me and my career if anybody can do that. My contact number is [Phone Number Removed For Privacy Reasons]. Please, it's an urgent request.

Thanks and regards,
Anirudhya Chakraborty

Hi, I want to know all about how WFM works. All Excel formulas, Visual Basic, and many more. I also want to know what the role of WFM is in the BPO sector.

Important Formulas for Team Leaders in Call Centers

Some important formulas that a Team Leader must know in a domestic call center or for performing in a call center. These formulas are often asked in Team Leader interviews and in I.J.P.s. I hope this will be helpful for your career in a Call Center.

Average Handling Time (A.H.T.)

A.H.T. = A.T.T. + Hold + A.C.W. (A.T.T. - Average Talk Time, A.C.W. - After Call Work)

Service Level (S.L.)

Service Level (S.L.) = (Number of Calls Answered Within Threshold / Number of Calls Offered) * 100

Forecasting

Forecasting involves projected AHT (Average Handling Time) and projected call volume.

Calls Offered

Calls offered are calls hitting the call center from the IVR (Interactive Voice Response) after the customer presses the "9" option.

Calls Answered

Calls answered are calls picked up by the agent in the call center.

Calls Forecast

Calls Forecast is the projected number of calls that will land in the call center (it is shared by the client).

Forecast Deviation

Forecast Deviation = ((Calls Forecast - Calls Offered) / Call Forecast) * 100

Abandon Percentage

Abandon% = ((Calls Offered - Calls Answered) / Calls Offered) * 100

Cost Per Hire (C.P.H.)

C.P.H. = Total Cost Incurred in Recruitment / Number of People Joined

Attrition

Attrition = (People Attired in the Month / (Opening Headcount + Closing Headcount) / 2) * 100

Productive Hour (Circle Wise)

Productive Hour (Circle Wise) = (Total Calls Answered by the Circle * A.H.T. in Secs * Total Agent Logged In) / 3600

Productive Hour (Agent Wise)

Productive Hour (Agent Wise) = (Total Calls Answered by an Agent * A.H.T.) / 3600

Utilization

Utilization = (Number of Agents Logged in the Day / Agents Scheduled in the Day) * 100

Shrinkage

Shrinkage = ((Total Number of People on Leave + Week Off + Absconding) / Total Headcount) * 100