Wondered if I might gauge some opinions on here about Bank Holiday allowances for Shrinkage.

Should it be included in your shrinkage calculations? Is this affected even if the centre is open on some Bank Holidays but has a lower call volume?

Also, by setting a target and managing against this every week/month there will obviously be some months where actual performance is reported as 0% and others where it is much higher than the annual target set. How do people treat this?

One option is to simply report the allowance as 0% every month and then remove it from your 'All In' Shrinkage target. Another would be to record it every month at its target (e.g. 3.3%) and include the allowance in the 'All In' target.

From a resourcing perspective which option supports the most accurate forecast of the FTE requirement?

I think the key is to be consistent but which way would others treat it?

Thanks

Lee

Hi Lee,

Not sure what you mean:

If you are closed then you dont add anything!

If you are open then yes your occupancy might be affected (But surely letting staff have the bank holiday to the point where you are staffed accuratly fixes this)

Surely by increasing your shrinkage on your long term planning you are in effect reducing your occupancy on the day as planned shrinkage doesnt take place and staff are less occupied?

Sory if this makes no sense but I am nit really sure I understand what you mean.