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

Here is a link to the webinar: Creative Scheduling Strategies

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

Published On: 24th Feb 2014 - Last modified: 4th Dec 2017
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