Contact Center Planning: Sensitivity Analysis, Evaluating Shrinkage vs. Abandon and Sales

Here’s another cool graph.  On the X-Axis, we are plotting shrinkage, while determining its affect on abandon rates.  What this demonstrates is the cost- in revenue and abandons – of shrinkage.  If your center is a sales, reservations, or collections center, then shrink has a lost revenue cost.

This is one of the real benefits to modeling abandons within CenterBridge.  You can provide cost and revenue analyses associated with abandons, which is the next graph!