The Average Rate of Contact Centre Shrinkage is around 30%

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