Definition

call center shrinkage

This definition is part of our Essential Guide: A guide to call center metrics

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 last updated in October 2009

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