A guide to call center metrics
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What is call center shrinkage?
Call center shrinkage is a measure of how much time is lost in the call center to things like vacation, breaks, lunch, holidays, sick time, training and so on.
Often defined as a percentage, shrinkage is calculated by first defining what variables will be included and then defining how much time is needed for these things. Shrinkage can also be defined as a factor applied to the number of staff needed active on the phones, which will then reflect the number of staff that must be scheduled.
'call center shrinkage' is part of the:
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