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7.0 Shrinkage Report
7.1 Purpose
The purpose is to have a documented procedure for tracking adherence to the schedules of the agents for all Operational Processes .
7.2 Scope
This is useful to the Operations Team to track adherence to the schedules of the agents.
7.3 Objective
The objective is to track adherence to the schedules and reduce deviations that would affect the Service Levels.
7.4 Procedure
WFM releases TL wise shrinkage quota along with the roster. TLs sanction unplanned leaves based upon leaves quota available with them and submit leave forms to WFM.
WFM cross checks the leaves received with the quota allocated and update records.
TL wise shrinkage report is released on daily basis and shrinkage exceeding quota highlighted in RED.
Target Shrinkage for a process is 23% ( 15% WO+3% Leaves+5%Unplanned leaves or absenteeism).
7.5 Service Level Agreement
To publish the daily adherence report on or before 1100 hrs everyday & Shrinkage Quota on or before Friday.
7.6 Metrics
80% compliance to the SLA
