Definition

call center shrinkage

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

Call center shrinkage is a measure of how much time is lost in the call center because of things like bathroom breaks, call backs, paperwork, team meetings or training. Shrinkage, which is represented by a percentage, is used to calculate how many agents should be scheduled to work a shift so that all calls can be answered in a timely manner.

This was last updated in October 2009

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