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Industry Standard Call Center Shrinkage Messages in this topic - RSS

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4/1/2002
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I work with a broad range of call centers in the financial area. We have sales call centers, technology help desks, general client servicing call centers, specialized servicing call centers, and online banking troubleshooting call centers. One of the primary measures we focus on is the shrinkage percentage in each call center. We have a new leader, and she is interested in comparing the existing shrinkage percentages of each of these call centers to the industry "standard" shrinkage. We see a range of 15% to almost 50% across these call centers. I have read that the "standard" is 28%-32%, but my guess is each different type of call center may have a different industry standard for shrinkage. Can anyone share their call center shrinkage information with me?

- Kathy Stacy, Keybank
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