What Is Shrinkage? Related Articles What is Call Centre Shrinkage and How to Calculate It? What Is Call Centre Shrinkage and How to Reduce It How to Address Call Centre Shrinkage Top Tips for Improving Contact Centre Shrinkage © Salapao2u - Adobe Stock - 133979923 2,939 Filed under - Definitions, Shrinkage Shrinkage is a measurement of anything that takes an agent away from their ability to take customer contacts. There are a number of alternative definitions that are broadly similar in concept: Shrinkage is any scheduled and/or unscheduled optimization/activities prohibiting employees from performing their duties. Shrinkage is the list of things that take your agents away from being productive, i.e. serving customers. Shrinkage is the difference between the total number of staff you employ (budget) and those available to undertake the primary tasks (work) for which they are employed. The Shrinkage Formula The contact centre or BPO shrinkage formula is calculated by adding the total hours of external shrinkage and the total hours of internal shrinkage, then dividing this by the total hours available, before multiplying the result by 100. Shrinkage is normally expressed across a complete 12-month period. Author: Rachael Trickey Published On: 17th Jun 2022 Read more about - Definitions, Shrinkage Recommended Articles What is Call Centre Shrinkage and How to Calculate It? What Is Call Centre Shrinkage and How to Reduce It How to Address Call Centre Shrinkage Top Tips for Improving Contact Centre Shrinkage Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter