What is the Difference Between Absenteeism and Shrinkage?
Question asked by Nishank
Shrinkage is A Percentage
Shrinkage is a percentage measure of anything that takes an agent away from their ability to take customer contacts, so it includes scheduled things like break time, holidays and team meetings as well as the unscheduled things.
Absenteeism is also a percentage measure, but only of the unscheduled things, including sick leave, lateness and family emergencies.
To find out how to measure both metrics separately, check out the two articles below:
How to Calculate Contact Centre Shrinkage
With thanks to charlie.mitchell