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5. - Call center metrics terminology: Read more in this section
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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.