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The Average Rate of Contact Centre Shrinkage is around 30%

Published On: 24th Feb 2014 10:12 - Modified: 25th Sep 2019

During our webinar “Creative Scheduling Strategies” our audience were asked “What is your rate of shrinkage?”

Poll answers
24%; Under 20%
38%; 21- 30%
29%; 30 – 49%
3%; 50% +
6%; What is shrinkage?

Source: Call Centre Helper website webinar poll Sample size – 113 Date: September 2013

We have a Erlang Calculator – including Shrinkage you might want to try

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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The Average Rate of Contact Centre Shrinkage is around 30%

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