Shrinkage Calculations for the Call Center

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Forecast accuracy

Jun 07, 2011

What's the formula for calculating shrinkage for the call center's phone channel?

Answers

  • Christina D'Airo Posted at 7:40AM on Feb 28, 2012

    Hello there! Excellent question, and also a very popular one. I would like to direct you to the answers from a previous question on shrinkage. Hopefully these answers are helpful: http://www.icmi.com/Resources/QueueTips/2005/March/Industry-Standard-Call-Center-Shrinkage

  • Siraj Hassan Posted at 1:59PM on Mar 1, 2012

    Shrinkage% = (1-(Total staffed hours/Total scheduled hours. Total Staffed hours = (total answered calls*AHT)+ Avail time + productive aux Total scheduled hours = Total agent hours roustered for the day/week/month. Hope this helps

Please sign in to contribute an answer. If you don't have an account you can register for free here.

Question Search

Need help with something specific? Search our entire QueueTips section to find it.


Can't find what you're looking for in a current QueueTips post? Submit a new post to us!