What is Shrinkage in bpo

What is the Shrinkage formula?

Shrinkage Formula in bpo – Shrinkage is an estimation of anything that removes an agent from their duty in terms of working in the call centre. Various elective definitions are broadly similar in concept. Let us talk about one of many alternative ways here.

1). Shrinkage is the thing that takes agents away from their productive hours.

2). Shrinkage is a kind of loss to the call centre.

Now let us learn here first and get to know what kind of shrinkage are there in call centres or we can say how many types of shrinkage are there in the call centres.

1). Internal Shrinkage

2). External Shrinkage

Question: What is Internal Shrinkage?

Answer: let us check all the types of Shrinkage mentioned below.

1). Team Meeting

2). One to ones

3). Unplanned Leaves

4). Training

5). System Downtime

Let us read about them in detail below with complete definitions.

Team Meetings – These happen in the call centre when TL (Team Leader) OR Supervisor spends time in taking a team meeting to discuss the assigned target like how to achieve it and a feedback sharing of any team member in the meeting.

One-to-one – it happens when a TL(Team Leader) takes a session with any team member is a person in the office, in this session, TL talks about the agent’s work performance, breaks and etc.

Unplanned Breaks - Unplanned breaks mean that any agent takes unplanned breaks that mean the break he or she takes is not permitted by his or her TL like smoking or having tea or coffee etc.

Training – Training is also a part of shrinkage when TL or manager takes a meeting for a team that, time gets spent is called shrinkage.

System Downtime – System downtime is the thing that happens in the call centre like the internet not working or maybe system or other technical issues.

Question: What is External Shrinkage?

Answer:  Let us go through these all types of external shrinkage in detail below.

1). Absenteeism

2). Holiday

3). Sickness

4). Lateness

Let us check them in detail below with a proper definition or explanation.

Absenteeism – It means if an agent is not available on the floor in the call centre during productive hours, for any reason like sick leave or any. That is called absenteeism which comes in external shrinkage in the call centres.

Holiday – Holiday is a day when a call centre provides a day when agents do not have to come to the office but if we talk about it in terms of any call centre then it also comes in the category of external shrinkage.  

Sickness – Sickness is an external shrinkage that means if an agent is taking a sick leave, Productivity might get suffered in the call centre

Lateness – If anybody comes late on the floor then of course productivity gets suffered just because of lateness which is also a part of external shrinkage.

Now we will learn here the basic thing that we are supposed to start now about shrinkage that how works in call centres.

Before we learn about it, let us check one more thing which is more important in the call centre which is AHT.

AHT- Average Handling Time

AHT Definition: It covers the whole time when the agent starts talking to customers on the phone till the call ends including talk time and holds the time that is called AHT in the call centres.

Now we will discuss here in detail how we calculate this as a function in excel or like how can we calculate in percentage?

Shrinkage Formula - It can be simply defined as the time for which people or employees are paid and they are not available to work or handle calls In any company or call centre, BPOs. It can be defined in 2 ways as Planned events, Unplanned events. If we would like to calculate the formula in ms excel that how to find out the Shrinkage rate then we simply have to do an addition of (Planned + Unplanned) events. That is basically called Shrinkage Formula which usually has more importance in BPOs nowadays.

It is basically absenteeism which could be defined in 2 ways here.

1). Planned Events or Planned Leaves

Team meetings, Breaks (Lunch, Tea or whatever like smoking and etc.), Coaching sessions or maybe any other activity in the office during shift timing are called Planned Events. It is known as absenteeism means any agent or employee is on leave but he or she already informed about it his or her supervisor or reporting manager that he or she will not become on any particular day or any date and that is called Planned leave.  

2). Unplanned Events or Unplanned Leave

It is like if an employee or any agent is taking much n more breaks during shift timing like the total time is 1 hour that could be used in paid hours but if it goes more than that then it will hamper the productivity and is called unplanned shrinkage OR If any agent or employee does not come to office without any prior intimation then it is called Unplanned leave. 

Shrinkage formula   = (Planned Leaves + Unplanned Leaves)

Now look at here how to find out Planned & Unplanned leaves first and then we have to do an addition of both terms in Ms excel & that s all.

Planned Leaves = Planned Leaves/Total agents*100

Unplanned Leaves = Unplanned Leaves/Total agents*100

Now let us calculate it here.

For Example:-  Planned Leaves Formula

Number of agents on Planned leaves =3

Total Agents = 40

So the formula will be like as = 3/40*100

Means Planned Shrinkage =  7.5

For Example:- The unplanned Leaves Formula

Number of agents on unplanned leave = 2

Total Agents = 40

So the formula will be like as = 2/40*100

Means Unplanned Shrinkage = 5

Now we have to find out SHRINKAGE = (Planned Leaves + Unplanned Leaves)

                       Total Shrinkage rate is    = (7.5 +5) = 12.5

That s the way to calculate in Ms Excel and another source to learn is a video which is uploaded here below. Please watch and learn.

            

How to lookup pictures in excel

Pictures lookup in excel

How to lookup pictures in excel- There are many functions to lookup values from a list like Vlookup, Lookup, Index/match, and Xlookup but still these functions cannot fetch any pictures from a list. Only lookup pictures in excel can work to lookup images.

Only the picture lookup function can be used to look up images or pictures in the workbook or excel sheet as per the names or whatever would be the dependent cell-like text or any number.

For Example:- 

Let's suppose we have a team that plays cricket and we have to maintain their data on excel, basically we have to look up their pictures as per their names in excel.

Like if we enter the name of any player in excel then his image must appear in the cell but unfortunately, it would not be possible from any inbuilt functions in excel.

Here we have to use a function called “Picture Lookup in Excel”.

To use this term we need to use the index match function for this work and data validation too if required.

Let us understand first what is Index match and how we would use it in picture lookup.

Index Match - Index-Match formula is basically a function which is the combination of two functions in excel.

Data Validation – we can use this data validation function to make the INDEX function more attractive and beautiful. It helps to validate any particular thing in excel.

Let suppose we have a column that consists of a list of numbers like 10,20,30,40,50 and in another column, we have text data in cells like A, B, C, D, and E and what we need is to do here, We want to validate this data such as if anybody comes in this excel file, cannot make any changes in numbers or text, we can put a data validation in the data like numbers and text cannot be changed also a pop-up may appear that “DO NOT MAKE ANY CHANGES”

That statement also can appear by using data validation in this workbook.

For a better understanding, we can watch a video here for the data validation function.

Now we learned about these 2 functions above Index Match and Data Validation so it is going to be pretty easy to understand the “Picture lookup function” here.

To work on it we need a few simple steps and can use it easily.

1). First, we have to select the cell where we want to put any value through want to check pictures and give it any name.

 

2). Go to the FORMULA tab and click the NAME MANAGER tab in it then we will have a small window open which will look like the image attached below, In this window, we have to give the name which has been asked to give above and here we have to put an INDEX MATCH the formula which will help us to get pictures lookup.

 

3). After clicking this FORMULA tab the window which will open will be looked like the image attached below.

 

How to lookup pictures in excel

This window has been opened now and looks at this cell K3 (this formula will be placed). Here we will put a formula of INDEX MATCH and cell L3 will have pictures displayed against the value in cell K3.

4). Look at this image will be looked like after putting a formula here for INDEX MATCH.

This window has been opened now and look at this cell K3 (this formula will be placed). Here we will put a formula of INDEX MATCH and cell L3 will have pictures displayed against the value in cell K3.

4). Look at this image will be looked like after putting a formula here for INDEX MATCH.

How to lookup pictures in excel

5). This formula has been placed in an empty place which is displayed as REFERS TO and makes sure first we have been aware of how this function works.
 

6). Let us click this cell L3 and here we have to paste a picture from cell G2 through PASTE SPECIAL (LINKED PICTURE) so that it will be linked with a formula which we put in cell K3.

Now click this picture in cell L3 and change its name from $g$2 to CUSTOMER ID name which we have given already or could be directly selected and hit enter now both cells have been linked with each other and now whatever the pictures have been attached or placed in data will be shown in L3 against value.

7). So now we can get pictures in cell L3 again with cell K3 value.

If we want to create a drop-down list here then it is also possible through the data validation tab in data and a drop-down list will be created easily now.

This data validation function makes this index function more attractive again.

Here we can use a data validation function like we can put a condition in the datasheet. Let's suppose we have got this column here that consists of a list of numbers which we saw in the video also, we can create a data validation like only numbers will appear in a list and no text can be added in this column.

We can also put any pop-up message that can appear if anybody will try to make any changes in the datasheet. This pop message can be any time such as professional or funny. Such as you are not allowed to make changes here or do not make any changes, changes cannot be done here.

That means it can be any pop-up message that we want to write and put up here. Now as we used this Picture lookup function in the datasheet or a workbook, here this column with customer id is linked with the image that we have in cells. If we make any changes in the images in the datasheet will also perform in the data that we made to look up pictures or images as per the customer id.

The conclusion is if want to use this function to look up the images or pictures then we must know other functions to use index-match and data validation also.

There are many functions you may like.

1). Hlookup Function

2). “If” Function

3). “And” function

4). “Conditional Formatting” Function

5). “Left” and “Right” Function 

6). “Sum” and “SumIF” Functions

How to unprotect excel sheet

Excel Sheet Protection With A Password – Securing any excel sheet with a password is the most common thing, If the excel sheet is password protected then it feels safe and so good because no one can make any unwanted changes in the file. If anybody tries to open it then it asks for a password first to unlock it and if you do not have a password then it can not be unlocked. 

How to unlock an excel sheet without using a password

Excel Sheet Protection – Securing an excel workbook with a strong password and then how unprotecting this excel workbook without using any VBA coding, Macro or any software is the task here, we will descriptively learn both cases. First, let us understand it with an example.

Unprotect Excel Workbook- But later on, I got out to know that I forgot a password that I made so know how to unprotect this excel work file because this workbook will not be opened up now without that password at all. In this case, of course, I need to put a password in it so that it cannot be changed or no changes can be made in that file by anybody. So this would be highly secure or prevent unwanted changes.

Excel Sheet Protection – So in this case now we will learn here that how to remove this password from this excel works or unprotect it from a password.

Any software OR VBA coding – NO, We have to use neither any software nor any macro coding, and etc. Let us learn how to remove this password from our excel workbook. This will be an easy way here to

unprotect excel sheets without using any software, macro coding, or Password.

Protect Excel Sheet

That's how it looks like above In the image as shown so first, we will learn here how to
protect this sheet from unwanted changes by someone.

First, we go to the REVIEW tab in excel and go to the CHANGES box there we have three options Protect Sheet, Protect Workbook and Share Workbook let us click the first option which is PROTECT SHEET and how it will look like after clicking it, shown above as it gives multiple options to protect the sheet which mentioned here below now.

How to unprotect excel sheet

Ways to protect excel sheet

1. Select Locked Cells
2. Select Unlocked Cells
3. Format Cells
4. Format Columns
5. Format Rows
6. Insert Column
7. Insert Rows
8. Insert Hyperlinks
9. Delete Columns
10. Delete Rows
11. Sort
12. Auto Filter
13. Use Pivot Table Reports
14. Edit Objects
15. Edit Scenarios

The options we mentioned here mean all these options will be allowed other users to work on this excel sheet.

1st Example - Such as if we allow someone to make changes through Edit Objects then other users who have access to this excel sheet can make any changes in the excel sheet.

2nd Example – Let’s say we allow another user to make changes like Insert Column means that the user can only do this job nothing else apart from this.

3rd Example – Let’s say we allow another user to make changes like Insert Hyperlinks means this user can insert any hyperlink in the sheet which can be songs or anything like any data or any website means anything & etc.

So ultimately we can protect our excel sheet, workbook or any particular cell in a column or row. Other users can make changes only if we allow them to make them in an excel sheet otherwise sheet will be highly secured or protected with a password.

NEXT STEP

Unprotect Excel Sheet – Now the question is if we save the excel sheet after putting a password and forget the password then What will be a solution to Unprotect the excel sheet?

1)- Question – Do we need any software to install on the computer to remove the password?

Answer – No, we do not need to do it. We can remove the password and use it without any software or coding.

2)- Question – Do we have to use any kind of macro coding to remove the password?

Answer – No, We do not need any macro coding for it, We can simply remove the password and will be good to go from a single step HERE.

3)- Question – Can we remove the password with any software or macro coding?

Answer – Well it can be done from any software or macro coding as possible but we have the option to do it without this software or macro coding work.

Unprotect Excel Sheet

Let us UNPROTECT EXCEL SHEET without a Password or any Software here.

1). We have to make sure this is an XLSX file. If you do not know how where to check file extension then best google it else watch the video here.

2). We need to save this file from XLSX to a ZIP file.

3). We have to extract this file now and it will make another folder after extracting and we have to open that one, we can rename it in a ZIP file only.

4). We have to open this new folder and find another file by name of XL in it then click this file and now we will have another file by name of Worksheets click it we have 3 files in it and whatever is protected with a password, Take a cursor on that and do right click and open it in WORDPAD or NOTEPAD.

How to unprotect excel sheet

NEXT STEP – UNPROTECT EXCEL SHEET

5). We have to find PROTECTION in this file and there is short coding which starts from <SheetProtection ---- to =”1”/> this kind of code we will find in that sheet and delete it and save now.

6). We have to go back to that folder to all files we have and send them to the desktop in ZIP COMPRESSED FOLDER then we will have another file We have to change the format from zipping to XLSX and save it.

7). We finally have the same file without a password opened and are good to go now. That is how we can open the excel sheet without using a password. 

How to convert PDF files in ms word

PDF to MS WORD without any software

How to convert PDF files in MS Word

The PDF file has a full form and that is Portable Document Format, This format was invented or developed by Adobe in 1993. That is the most trustable format to use Because it is highly protected and also can be secured with custom passwords. It has a variety of containing text and images also not only flat text. So let us learn how important is it for us nowadays and important to use it also.

Here we will discuss the benefits of this pdf file format and also go through the reason for the invention.

NOTE – It was made to share as a secured document which can not be edited by anyone and it will be a safe and trustworthy document to use. 

Let us take an example here to understand it in a better manner.

Suppose I want any file from someone or my client and I want him or her to send me that file in a way which can not be edited once I get it. That needs to be the final one.

I want to feel safe after getting that file like now I got it and nobody can make any changes to this file, not even me also So that client also will be feeling safe and sure that now it can not be even changed by anyone.

In this case, the PDF file was alike the most trustworthy file format because nobody was able to make any changes in this file format after saving it into PDF as the final one. That s why it was invented as the most usable file even though it is still the most important file format that we use nowadays.

EDITABLE WORK IN PDF – As this film was made in a format that can not be edited but nowadays, Multiple software is launched by many companies which can make changes in this pdf file format, not in all pdf files but yes in a few pdf files of course.

Question - Now the question is why we can not make changes in all pdf file formats if we use this software?

Answer -  Well the answer is YES we can make changes in pdf files but not in all pdf because many pdf files are designed with different formats and passwords. The only way is to make a change in these files to know the password to make changes else no way at all.

Question -  Is this software paid to use?

Answer -  Well, it depends upon the company that launches this software in the market use, they can also provide it free or maybe there is a charge for using it. We have to figure it out or we can say that we need to explore it.

Question – Is there any other way to edit PDF  rather than software?

Answer – Again YES, There is a way to make the changes in a few pdf files without using any software. And the name of that thing is Google Drive which can be used to make changes in pdf files.

Question -  What is Google drive?

Answer -  Google drive is a tool which is launched by Google INC but we can use this tool only if we have a google account and a google account can be made easily on google.

Question – Is google drive free to use to edit pdf?

Answer – Yes, It is completely free to use but as we discussed above that we need t have a google account first to use it so simply sign up on google and make an email address and we will have google drive to use.

Question -  Can we use google drive to store our data also?

Answer -  Yes it is free for a certain condition, we can store our contacts, any data, and audio and video clips in a limited way.  

So now we learned a bit about the pdf file, and how to make changes with the software but now we will discuss here how we can use google drive to make changes in pdf file formats. Let us go through it here below.

PDF (Portable Document Format) is a file which was introduced to ease the sharing of documents between computers or laptops and across multiple internet-based devices or Operating system platforms when you have to save the file but can not be modified and that you can see, explore, print, or forward to someone else. However now days converting PDF files in ms word is an important function. 

MS Word – Microsoft Word or MS Word is a graphical Word Processing Programme and it has been made by Microsoft so that users can type anything they want and save that file as per their chosen name. Microsoft office has many tools which are available free of cost to use. 

Question (1) –So how to convert this PDF into a word file so that we can make changes to it.

Answer (1) - Well nowadays there is multiple Software which could be used or installed to resolve this issue. For Example – Acrobat, etc.

Next 

Question (2). -Without using any software, How do we convert it to an ms word file?

Answer (2) – It could easily be done or we can easily convert this PDF file into a Microsoft Word file even though without any software now how are we going to do it, Let us explain here in detail.

1). First, we have to log in to a Gmail account in any browser on a Computer (Can be done on a phone and also in a desktop version but preference will be for a computer or Laptop).

2). Now simply go to the Google search bar and type there Google Drive or if you know to reach google drive in Gmail the account then go to MY DRIVE.

That will look like this after opening it.

How to convert PDF files in ms word 

3). Now the next step is to drag the files you have on the desktop or anywhere on your computer to MY DRIVE and Upload them.

4). Once it gets completely uploaded then simply Select it and do press right-click from the mouse and click OPEN with GOOGLE DOCS.

How to convert PDF files in ms word 

5). Now, this file will be easily opened in Google Docs then go to FILE which we have on the top in the left corner as the first Tab and click DOWNLOAD as MICROSOFT WORD and all is done successfully.

How to convert PDF files in ms word 

6). Now we got the same matter and everything is the same from that pdf file in the MS Word file.

How to export whatsapp group contacts in excel

How to export WhatsApp group contacts in excel

Nowadays WhatsApp is playing an important role for smartphone users. In smartphones, we have many apps to use that fulfil our daily needs whether it is about making online chatting, calling, video calling, making a payment, entertainment and etc. It has become a big online platform for business and entertainment and other multiple jobs today. Now here we will learn how to Export WhatsApp group contacts in excel easily.

WhatsApp Use – As we also WhatsApp for business as we already discussed in the short above but if we talk about business that creates online leads that work through WhatsApp nowadays. Creating leads for any business via WhatsApp is trending nowadays.

Whatsapp Types :

1). "Personal"

2). "Business"

PERSONAL USE

WhatsApp for personal use – We can use it for personal use as like talking to our friends, colleagues, family members or anybody via chatting, calling, or video calling. We can also use it to make online payments. That means we can say,  It has become a big online bridge between us and our contacts.

WhatsApp made our life too easy in terms of getting in touch with our contacts or anybody. It is a good social platform where we can explore many things. It has 2 more cool features that we can use.  Let us get to know about them also.

1). Messages Broadcasting

2). WhatsApp Group 

1). Messages Broadcasting – We can add the phone numbers of our friends or family members in WhatsApp and create a broadcasting list. After that whenever we want to send any particular message to everyone then we do not need to send them one by one separately. Although we can simply add those contacts to the broadcasting list and send that message to the broadcasting list and it will be delivered to everyone.

And whenever they want to reply or do a revert, we will receive their messages in our personal message box, which would not be visible to all members who are added to the broadcasting list?

2). WhatsApp Group – We also have a feature to create a WhatsApp group where we can add anybody (those who all have WhatsApp also) in the WhatsApp group and all can do chat altogether, we can also make group calls or videos calls, All messages will be visible to everyone whoever is added in the WhatsApp group. There is also one nice feature by name of emoji that we can also use in group and personal WhatsApp messages too. We can also share any website or any web link in the group even audio and videos too for entertainment purposes.

 BUSINESS USE

1). WhatsApp for business use – We can use it nowadays to create online leads for the business. Multiple features are available for our business tools. But here we are talking about the most amazing features.

1). Broadcasting Messages

2). Business WhatsApp group

1). Broadcasting Messages – As we already discussed this feature above is for personal use,  So it works as same here for business purposes also.

That means we can add our client’s phone numbers to our business broadcasting list and send them any particular message in the list and it will be sent to everyone in their personal window. We also have a feature here where we can share any web link, audio, or videos in the group for business.

2). Business WhatsApp Group – We also discussed this feature above and it also works in the same way. We can add our client’s phone numbers to a group and any messages we can put in the group will be visible to everyone and anybody can revert to those messages in the group. WhatsApp allows sharing any business web link, audio, the video also as per our choice.

NOTE –

“WhatsApp use for personal & business in MS EXCEL.”

Now we are talking about here that we can use this WhatsApp for our personal and business purpose too. For Example:-

If we have contacts in our excel file then how can we transfer them to WhatsApp that means how can we add them to WhatsApp easily?

So now here you can figure out how to send out all WhatsApp gathering contacts in exceed expectations by a few stages as it were. 

1. Open your WhatsApp in your computer’s browser.
2. Go to the rundown of contacts in WhatsApp means gathering and snapping on it.
3. Once you take your cursor on the top of the WhatsApp group centre will show you all names of contacts that are listed in the group do not take your cursor until you see all that data like your unsaved and saved contacts in there otherwise it will not work.
4.  Press the right click of the mouse on it and click INSPECT, Now you can see all your data as contacts then again press the right click of the mouse and click copy elements and paste it to the excel sheet’s cell.

Now we have received all data from the WhatsApp group to excel.

Here we have to remove unnecessary data like text or replace it with blank by using the find & replace tool in the HOME tab in the EDITING box in excel. Once all text will be deleted when we have only numbers left with maybe a comma or country code something like for the USA it is - +1 and for India +91 so on.

Simple steps – 

Now select the cell in which you have all data of numbers and go to the DATA tab in excel.

WhatsApp group contacts in excel

If you click the text-to-column option then it will split all numbers in a column from a row with country code and etc.

If you want to remove the country code, is good otherwise select the cell again and do it here with the help of the FIXED WITH and DELIMITED options.

Export WhatsApp group contacts in excel

If still numbers are not separated from the country code then there is another option to remove it. Use RIGHT FORMULA in excel and numbers will be separated.  

Look at the preview box to set it up and numbers will be separated now which can be used as the final, all done easily in excel.