Call Center Shrinkage Calculator

Formula

The formula to calculate call center shrinkage percentage is:

\[ \text{S} = \left( \frac{\text{Total Shrinkage Hours}}{\text{Total Scheduled Hours}} \right) \times 100 \]

Where:

(S) is the shrinkage percentage
(Total Scheduled Hours) are the hours agents are scheduled to work
(Total Shrinkage Hours) are the hours agents are not available to handle calls due to breaks, training, meetings, etc.

What is Call Center Shrinkage?

Call center shrinkage is the percentage of time that agents are not available to handle calls during their scheduled hours. This includes time spent on breaks, training, meetings, absenteeism, and other activities that do not involve handling calls. Understanding shrinkage is crucial for workforce management, as it helps in scheduling the right number of agents to meet call demand.

Example Calculation

Let's assume the following values:

Total Scheduled Hours = 160 hours
Total Shrinkage Hours = 20 hours

Using the formula:

\[ \text{S} = \left( \frac{20}{160} \right) \times 100 = 12.5 \]

The shrinkage percentage is 12.5%.