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Shrinkage Calculations for the Call Center Messages in this topic - RSS

Guest


6/7/2011
Guest
What's the formula for calculating shrinkage for the call center's phone channel?

- Anonymous
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Guest


2/28/2012
Guest
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

- Christina D'Airo
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Guest


3/1/2012
Guest
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

- Siraj Hassan
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