Essential Guide

A guide to call center metrics

A comprehensive collection of articles, videos and more, hand-picked by our editors

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, etc.

FROM THE ESSENTIAL GUIDE:

A guide to call center metrics

+ Show More

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.

Learn More About IT:
> Read about industry standards for call center staff shrinkage.
> Get an overview of the top call center metrics.
> Learn how to accurately project call center shrinkage.

This was first published in October 2009

Glossary

'call center shrinkage' is part of the:

View All Definitions

Pro+

Features

Enjoy the benefits of Pro+ membership, learn more and join.

Essential Guide

A guide to call center metrics

0 comments

Oldest 

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to:

-ADS BY GOOGLE

File Extensions and File Formats

Powered by:

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

Close